LATAM Customer Service Manager
LATAM Customer Service Manager
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1 Vacancy
Job Description
The LATAM Customer Service Manager is responsible for overseeing Customer Service/Order Management team for Latin American Countries. As well the Customer Service Manager is an enabler for both performance and development for the members of CS team.
This position has a high interaction with Sales Operations Commercial Planning Logistics Finance Legal Compliance & HR regional Directors as well with global peers and suppliers.
Underand in accordance with all applicable government laws regulations and ASP policies procedures and guidelines this position will:
- Drive solution-oriented decisions
- Collaborate closely with cross-functional departments to ensure orders are processed accurately and efficiently.
- Contributes to the companys overall customer service/order management strategy to help ensure we have a seamless and efficient quote-to-cash process and exceptional customer experience.
- Oversee the hiring orienting training and development of customer service staff to ensure a capable workforce to support remotely ASP customers.
- Set and maintain meaningful customer satisfaction metrics with overall business goals in mind.
- Develop implement and maintain customer service policies procedures and regulations necessary for ensuring a satisfied customer base and compliance.
- Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs
- Ensure timely follow up / resolution of outstanding issues and point of escalation.
- Supports internal and external audits as needed.
- Ensure on-time response to customer needs.
- Manage direct contact to customers to clarify order-related questions
- Management and continuous improvement of reporting tools and review processes.
- Work with CRM () system to manage order queue and capture customer-related actions.
- Work with SAP system to manage order queue and capture customer-related actions.
- Responsible for the e-Invoicing systems & process (excl. Brazil)
- Ensure accurate update of systems and data bases.
- Manage Suppliers for Customer Service Team for LATAM
- Responsible for communicating business related issues or opportunities to next management level.
- Performs other duties assigned as needed.
Years of Related Experience:
Must have 8 years of experience leading regional Customer Service Order Management or other Sales Operations roles in Medical/Life Science industry.
Knowledge Skills Abilities Certifications/Licenses and Affiliations:
- SAP 4 HANNA hands-on experience both S4P and S4Q.
- Deep e-Invoice knowledge for Mexico Puerto Rico Panama Colombia Ecuador Argentina and Chile.
- Strong analytical and structured mindset.
- Strong Project Management knowledge.
- Strong Excel proven capabilities.
- Hands on Experience on Continuous Improvement tools as: Standard Work Daily Management Problem Solving Value Stream Mapping
- Knowledge of Customer Relationship Management tools is preferred
- Fluency in Spanish and English is a must Brazilian Portuguese skills are a strong asset
- Proven track of developing the team members under their management.
- SOX Compliance knowledge from an OTC perspective.
- Knowledgeable of Quality and Regulatory Basics on Medical Devices Distribution.
- Knowledgeable on Government Contracts fulfillment for Medical Devices/Life Science /Pharma industry
Required Experience:
Manager
Employment Type
Full-Time
