Customer Service Lead
Mexico - Interlomas
This role is responsible for delivering good service to the customers in the region through management order processing on time, follow and develop the global strategy of OTC process looking for new tools in the ERP that help to be efficient, understand the end-to-end process and give recommendations to avoid extra expenses or give new solutions to improve the Supply Chain Cost and help to reach the sales target.
Customer Service Lead is responsible too of managing the team of the region to give problem solving tools and merge with the other cross functional areas, under the different policies and regulatory process without forgetting the after sales service. Consistent follow up with demand planning and sales team to match the short term and long-term forecast. This role will also interact with key account, and operational areas with the customers to define better way of working of deliver and negotiate penalties and distribution fees.
***Main Responsabilities**
- Manage the back office to guarantee the processing on time in the ERP platform, with excellent communication with internal team.
- Follow the end-to-end order process and ensure that the product is delivered on time to our customers complying the logistics requirements, avoiding losses and appointment delays.
- Leads and manages the OTC strategy, with new projects or tools to improve the service, controls and the time of order processing.
- Stablish the good communication with the cross functional areas and develop the KPIs of Supply chain to identify the opportunities like DR, FR, OT, OTIF, Claims, Returns and Refusals
- Customer Service Facing, visit customers with the sales team and develop programs win to win to guarantee the deliveries, inventories, quality and product with the final consumers.
**About you!**
- +5 years' experience in the role
- Familiar with SAP functionalities
- Influence / Negotiation / Leadership
- Bias for action
- Team Development
- Able to coordinate with cross functional departments
- Good verbal and written communication skills
- Action orientated to deliver results under time pressure
- Comfortable handling large amounts of data
- Service oriented attitude
- Able to adapt to changes quickly
