Customer Services Supervisor

*The Impact You'll Make
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The Customer Service Supervisor is responsible for leading and supervising a customer service team focused on the Latin American Drives market. This professional will ensure excellent service, efficient problem resolution, and customer satisfaction, utilizing SAP and Salesforce as primary tools. Additionally, they will be responsible for monitoring and achieving the KPIs established for the area.
*What You'll Be Doing
Responsibilities for this position include, but are not limited to, the following:
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Management and control of sales orders
Perf orm analysis with the planning team to contribute to the management of backorder items
Customer service by telephone and salesforce
Interaction with other departments (Fulfillment, Logistics, Finance, Production
Commission registration and control
Forecast control for Key Accounts.
Act in solving problems related to internal processes and customers' requirements
Support for representatives, distributors and sales employees
Management and control of returns and credit notes
Management of orders for other Operations (Ex. Bonus, Donation and Sample)
Compliance with internal rules and policies
Relations to the global customer service team.
You Will Be Mainly Accountable For
Leadership and Team Management:
Supervise and guide a team of customer service, providing training, coaching, and ongoing feedback
Ensure the team is aligned with company objectives and customer service best practices.
M anage work schedules, time off, and other administrative matters for the team
Foster a positive and collaborative work environment.
Customer Service
Ensure excellence in customer service by answering questions, resolving issues, and providing technical support
Act as an escalation point for complex or sensitive issues
Monitor the quality of service provided by the team, identifying areas for improvement and implementing corrective actions
Ensure all customers are treated with courtesy and professionalism.
SAP And Salesforce
Use SAP and Salesforce to manage customer information, orders, complaints, and other customer service-related activities
Ensure the team is properly trained in the use of SAP and Salesforce. Identify opportunities to optimize customer service processes through the efficient use of these tools
Generate reports and analyses in SAP and Salesforce to monitor team performance and identify trends.
KPIs And Goals
Monitor and analyze customer service KPIs, such as average response time, problem resolution rate, customer satisfaction, and other relevant indicators
Identify trends and opportunities for improvement based on KPI data
Implement actions to achieve and exceed established goals for the department
Provide regular reports on team performance and KPI results.
Continuous Improvement
Identify opportunities for improvement in customer service processes
Implement innovative solutions to optimize service efficiency and quality
Stay up to date on customer service market trends and best practices
Participate in continuous improvement projects across the organization.
*What We're Looking For
Required Qualifications
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Education: Bachelor's degree in business administration, Marketing, Communications, or related fields
Spanish, English and Portuguese (Intermediary/advanced level)
Preferred Qualifications
At least 3 years of proven experience managing customer service teams
Job Criteria
Customer service
Knowledge of business processes
Completed Office package
Knowledge on SAP, SalesForce or similar systems.
*What You'll Get from Us
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We promote from within and support your learning with mentoring, training, and access to global opportunities.
You'll have flexibility, autonomy, and support to do your best work while maintaining a healthy work-life balance. Your well-being matters to us.
We strive to create an inclusive work environment where people of all backgrounds are respected, and valued for who they are.
You'll receive benefits like 13th salary, annual bonus, paid vacation, pension plans, personal insurance, and more. These vary by country and contract, but they're worth asking about—we think they're pretty great.
*Ready to Make a Difference?
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If this role excites you, we'd love to hear from you Apply now to start the conversation and learn more about where your career can go with us.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected category.