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Customer Solutions Supervisor

$40,000 - $43,000 Mensual

VERITIV S.A. DE C.V. enProLogis Park, Apodaca, N.L.

Empresa verificada

Sobre el empleo

Categoría: Atención a clientes - Call Center

Subcategoría: Atención al cliente

Educación mínima requerida: Universitario titulado

Detalles

Contratación:

Permanente

Horario:

Tiempo completo

Espacio de trabajo:

Híbrido

Descripción

We are looking for: Customer solutions Supervisor

To oversee the efficient and effective operation of the Customer Service Department. Assists Manager with assigned customer service business team to include evaluation, training, and staffing to ensure operational excellence. Works with customer service team, sales reps, and customers to ensure customer expectations are met and continually strives to improve customer relationship. coordinates the consolidation of "know How" and processes for the progression and succession or turnover replacement plan. Drive digital transformation initiatives within the Customer Service Department to enhance operational efficiency and customer satisfaction.

Main functions:

Principal contact for escalation (internal or external)
Ensures problem resolution by the CS operation and guidelines
Ensures all resources in the center are trained
Administration of CS resources to ensure coverage plan during turn over, over time, holidays, and vacations.
Monitors metrics on a monthly manner
Participates in customer visits representing the operative side of Sales.
Ensures the team is accountable and generates value.
Teams with Finance, Purchasing, Operations and other departments to optimize resources.
Participates in the progression and succession plan with Direct Reporting employees, (bench Strength)
participate in Key projects such as EDI, or any other Technology projects.
Leader in Continues improvement of Customer Service Processes.
Implement and monitor customer feedback mechanisms to identify areas for improvement and innovation.
Collaborate with IT and data analytics teams to leverage customer insights for process optimization.
Ensure compliance with industry regulations and customer service best practices.
Develop and implement training programs to enhance team proficiency in emerging customer service technologies.
Will execute other activities as necessary

Qualifications / Knowledge & Experience:

Strong leadership skills with the ability to manage and motivate a team
SelfDriven mindset and able to Foster this culture by encouraging independent decision-making and personal accountability.
Strong customer service skills (friendly, courteous, and helpful)
Decision making skills and independent judgment
bilingual
Ability to deal with complaints in a professional and decisive manner
Creation of interactive reports and dashboards.
Strong leadership, interpersonal, planning, organizational and negotiation skills
Basic knowledge of Platforms such as Power BI Creating interactive KPI reports and dashboard, panels and scheduling of automatic updates.
Knowledge of customer experience management (CXM) platforms and CRM systems.

We offer:

4.5% Saving fund

$1,090 Food coupons

SGMM

Life Insurance

30 days christmas Bonus

50% PV

and more!

Recuerda que ningún reclutador puede pedirte dinero a cambio de una entrevista o un puesto. Asimismo, evita realizar pagos o compartir información financiera con las empresas.

ID: 20410941

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Apodaca, Nuevo León, México

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