Resumen de Posición:This position is responsible for managing our North American Customer Service team.Responsabilidades Esenciales:- Manages the Customer Service team including Customer Service Supervisor- Responsible for hiring, training and the optimal deployment of the team- Determines the best method to resolve problems and ensure customer satisfaction while adhering to organization policies- Drives continuous improvement approach to processes and procedures, suggesting new methods to improve area operations, efficiency, and service to both internal and external customers- Subject matter expert on systems, policies, and procedures in the order to cash value stream- Establishes work procedures and processes that support the company and departmental standards, processes, and strategic initiatives- Monitors and ensures achievement of departmental KPIs- Monitors performance and drives cross functional improvements to customer performance, including root cause and corrective action for scorecards- Collaborates with our distributor partners and customers to exceed service expectations and earn preferred supplier status- Builds and maintains influential relationships with senior-level decision makers at customers and distributor partners- Liaison and partner to the sales team to support growth strategies- Collaborates with cross functional team to ensure customer satisfaction is achieved- Leads by example creating a high-quality work environment where team members are motivated to perform at their highest level- Provides direction to manufacturer's representative inside sales team to improve communications, drive best practices and ensure efficiency and complianceRequisitos del Puesto:- BS/BA degree or equivalent- Prior customer service experience in a manufacturing environment or equivalent- Prior customer service management with demonstrated experience leading and implementing change- Strong SAP knowledge and experience- Experience in customer master governance and maintenance- Proficiency in Microsoft Excel, PowerPoint and Word- Excellent customer service, problem solving and negotiation skills- Ability to lead and problem solve in unstructured environments- Strong oral and written communication skills- Demonstrated ability to lead programs or projects- Ability to travel as required, 20% estimated- ** Location**: preferred location is Nogales, Mexico or surrounding area