Customer Services Supervisor

The Impact You'll MakeThe 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 DoingResponsibilities for this position include, but are not limited to, the following:Management and control of sales ordersPerform analysis with the planning team to contribute to the management of backorder itemsCustomer service by telephone and salesforceInteraction with other departments (Fulfillment, Logistics, Finance, ProductionCommission registration and controlForecast control for Key Accounts.Act in solving problems related to internal processes and customers' requirementsSupport for representatives, distributors and sales employeesManagement and control of returns and credit notesManagement of orders for other Operations (Ex. Bonus, Donation and Sample)Compliance with internal rules and policiesRelations 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 feedbackEnsure the team is aligned with company objectives and customer service best practices.Manage work schedules, time off, and other administrative matters for the teamFoster a positive and collaborative work environment.Customer Service:Ensure excellence in customer service by answering questions, resolving issues, and providing technical supportAct as an escalation point for complex or sensitive issuesMonitor the quality of service provided by the team, identifying areas for improvement and implementing corrective actionsEnsure 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 activitiesEnsure 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 toolsGenerate 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 indicatorsIdentify trends and opportunities for improvement based on KPI dataImplement actions to achieve and exceed established goals for the departmentProvide regular reports on team performance and KPI results.Continuous Improvement:Identify opportunities for improvement in customer service processesImplement innovative solutions to optimize service efficiency and qualityStay up to date on customer service market trends and best practicesParticipate in continuous improvement projects across the organization.What We're Looking ForRequired QualificationsEducation: Bachelor's degree in business administration, Marketing, Communications, or related fieldsSpanish, English and Portuguese (Intermediary/advanced level)Preferred QualificationsAt least 3 years of proven experience managing customer service teamsJob CriteriaCustomer serviceKnowledge of business processesCompleted Office packageKnowledge on SAP, SalesForce or similar systems.What You'll Get from UsWe 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?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.