Job Description: Customer Care Coordinator (Lead) Location: Querétaro Support and assist the administrative activities related to the personnel aspects of logistics such as transporting staff, food, supervision, cleaning, travel of staff to service, and change and small payment. Act as a multiplier of guidelines related to health, safety, environment, and quality.
What are we looking for? 3+ years of experience in a similar position with a strong customer service component and data analysis.
Logistic and business understanding is required.
High approachability and effective communication skills.
Experience from designing and setting up new processes and ways of working is an advantage.
Ability to plan and prioritize, preferably proven based on previous work experience.
What will be your key responsibilities? Monitor all the KPIs needed for the activity of the Customer Service Team, including the organization of order management, calls frequency, administrative tasks, contact route, claims processing, timings, etc.
Establish effective communication, understand the needs for improvement and provide insights to optimize performance. Build synergies with all departments, especially a close collaboration with Sales, Supply Chain, and Finance to guarantee the best support for each type of customer.
Prepare external communication towards customers on supply chain disruptions.
Support Customer Service Representatives in all daily operations and seek improvements within the department of Customer Service.
Lead and participate in continuous improvement projects.
Support local Key user for internal systems by participating in yearly testing, attending periodic key user meetings, and ad hoc troubleshooting.
What can you expect from Mars? Work with over 140,000 diverse and talented Associates, all guided by The Five Principles.
Join a purpose-driven company, where we are striving to build the world we want tomorrow, today.
Best-in-class learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus.
Find out more about what Mars can offer you by visiting our Global Careers site. Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.
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