Director Customer Service

Role Overview: We are looking for a seasoned and dynamic Director of Customer Service to join our team. This pivotal role involves overseeing customer service and account management activities for both sector-specific and global accounts. The ideal candidate will be instrumental in developing and implementing processes to ensure our commitments are met, crafting business strategies, and driving continuous improvement. Key Responsibilities: Customer Service Leadership: Oversee customer service and account management activities across all business lines, ensuring top-tier service delivery. Process Innovation: Develop and implement processes to ensure commitments are met across our networks. Strategic Development: Formulate business strategies and goals, monitor performance, and drive continuous improvement initiatives. Performance Metrics: Identify, implement, and monitor key business metrics to ensure effective execution and exceptional service. Market Strategy: Collaborate with the Commercial Director in Mexico to create and execute strategically aligned market plans. Leadership Coaching: Mentor and develop Customer Service leaders, focusing on leadership skills, key performance indicators, and business profitability. Customer Engagement: Engage with customers to ensure their needs are met and commitments are understood. Policy Implementation: Work with Account Managers to develop, communicate, and implement department-wide policies and standard operating procedures. Consistency and Standardization: Ensure consistency in customer service experiences across all business lines and between global and sector customers. Project Management: Lead strategic departmental, continuous improvement, and cross-functional projects, including action plan creation and progress measurement. Team Performance Reviews: Conduct review sessions with the team to assess critical success factors and productivity. Cross-Department Collaboration: Act as a liaison with other departments such as Sales, Operations, and Billing Operations in both Mexico and the United States. Qualifications: Education: Bachelor's degree in Business Administration, Logistics, Supply Chain Management, or a related field. Master's degree preferred. Experience: Minimum of 10 years of experience in customer service, account management, or a related field, with at least 5 years in a leadership role. Skills: Strong leadership and team management skills. Excellent communication and interpersonal skills. Proven ability to develop and implement strategic plans. Proficiency in performance metrics and continuous improvement methodologies. Ability to manage cross-functional projects and drive results. Strong analytical and problem-solving skills. Knowledge: In-depth understanding of logistics and Transportation Familiarity with data analysis tools , and Market Feedback Analysis. Attributes: High level of integrity and professionalism. Strong focus on customer satisfaction and continuous improvement. Ability to work effectively in a fast-paced, dynamic environment.

Location: Tenochtitlán, Chiapas, MX

Posted Date: 7/3/2025