Customer Service Manager
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Job Location:
Mexico City - Mexico
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Department:
Job Summary
Position Summary:
The LATAM Customer Service Manager is responsible for overseeing Customer Service/Order Management team for Latin American Countries. Also 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 as with global peers and suppliers.
Duties & Responsibilities:
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 needs/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 with customers to clarify order-related questions
- Management and continuous improvement of reporting tools and review processes.
- Work with CRM () system to manage order queues and capture customer-related actions.
- Work with SAP system to manage order queues and capture customer-related actions.
- Responsible for the e-Invoicing systems & process
- Drive SFDC & SAP enhancements with global IT group.
- Represent CS-LATAM in ASP global forums to align the region with global policies and enhancements.
- Ensure accurate update of systems and databases.
- Enables team development growth to be subject matter experts in their role.
- Manage Suppliers for LATAM Customer Service Team
- Responsible for communicating business related issues or opportunities to next management level.
- Performs other duties assigned as needed.
Education:
Business Administration International Business Industrial Engineering. MBA is considered a plus.
Years of Related Experience:
Must have 5 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
- Deep e-Invoice processes knowledge
- Strong analytical and structured mindset.
- Strong Project Management knowledge.
- Strong Excel proven capabilities.
- Hands on Experience in Continuous Improvement tools such as: Standard Work Daily Management Problem Solving Value Stream Mapping
- Knowledge of Customer Relationship Management tools especially
- 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 Quality and Regulatory Basics on Medical Devices Distribution.
- Knowledgeable on Government Contracts fulfillment for Medical Devices/Life Science /Pharma industry.
Here are a few examples of the traits we value for this role:
- Attention to detail and accuracy.
- Highly self-reliant leader who thrives independently and ensures consistent high-quality results
- Strong sense of urgency.
- A strong work ethic and passion for commercial success.
- Ability to establish and maintain trust internally with many departments and externally with customers.
- Strong sense of teamwork and customer satisfaction.
- Passion for Continuous Improvement.
External Interactions:
This role could interact but not limited to with Customers Distributors Suppliers and 3PL partners.
#LI-NL1
#LI-Hybrid
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Fortive Corporation Overview Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product d ... View more
