Customer Service Manager

Responsible for the people and process leadership of customer service team across in US & Mexico. This role plays a crucial part in retaining profitable customers by ensuring the company's brand. The leadership role supports sales and operations strategies and goals to elevate the overall customer experience and maintain Weidmann's Center of Excellence for Large Power Transformer.

This leadership position manages the strategic and tactical goals and exhibiting strong collaboration, alignment, and communication within a matrix organization.

Essential Duties and Responsibilities:

• Lead and maintain compliance with federal, state and local regulations, including US & Mexican employment laws.
• Establish and implement innovative processes to improve efficiencies and ensure internal controls are followed. Audit customer service procedures and trends to determine system improvements.
• Improve customer service quality results by conducting surveys and studying, evaluating and re-designing processes and establishing and communicating service metrics while continuously compiling, analyzing data to measure results.
• Collaborate and communicate with production Planning, Production, and Logistics departments to support and maintain target level on-time delivery to customers.

Job requirements.

• Bachelor's degree in Business Management or in a related field and 10+ years of professional experience in manufacturing customer service setting.
• 5+ years of management experience required. 2+ years of Matrix organization structure idea.
• Fluency in both English and Spanish (written and verbal) is mandatory.
• Proven Mathematical skills
• Problem solving and critical thinking skills
• SAP experience required. Prefer experience with Qlikview and Qliksense.
• Experience working in a Lean Manufacturing Environment and utilizing tools. Six sigma Green Belt.
• Be able to travel domestically and internationally