Customer Service Supervisor (Supply Chain-Logistics) / Order Management Supervisor

Position Title: Customer Service Supervisor
Customer Service Supervisor (Supply Chain-Logistics) / Order Management Supervisor

Location: Guadalajara, Providencia Office
Languages: Advanced English

Summary: Optimize the Order Management Process by building a professional and high-performance work team that continuously seeks to increase levels of productivity and efficiency through adherence to productivity and service indicators, root cause analysis of issues, and the implementation of action plans for operational problems. Maximize monthly invoicing by reducing cycle times and ensuring correct order management. Organize and represent the Customer Service area professionally in work sessions with internal and external customers, maintaining and improving positive business relationships. Interact with other teams within the Supply Chain processes to meet customer expectations. Participate in the coaching, mentoring, and training of their work team. Challenge existing policies and processes with the intention of growing the business, reducing costs, and improving service level agreements (SLAs).

Summary of Key Processes and Responsibilities:
40% - Coordinate and Ensure Adequate Execution of the Order Management Process:
Through the correct reception of orders.
Administration and execution of current item versions.
Communication with Credit & Collection.
Order fulfillment process execution.
Obtaining appointments (email & telephone) and communication to the Logistics and Supply Planning areas.
Provide support for troubleshooting until delivery.

30% - Build and Maintain a Work Team:
Build and maintain a work team with qualified, professional, and high-performance personnel.
Achieve this through the recruitment and development of personnel based on training, coaching, and mentoring.
Permanently maintain a backup plan that generates learning for new accounts/clients, development of new skills, and versatility.
Administer and involve team members in special projects.
Lead the development and participate in the delivery of training materials for Customer Service personnel or other areas within the company that favor the achievement of objectives by understanding the process.

20% - Interact Positively and Constructively, and Lead Continuous Improvement:
Represent the Customer Service area throughout the Order Fulfillment process to streamline productivity and cost by providing outstanding customer service.
Lead and organize continuous improvement workshops with the purpose of strengthening relationships, solving problems, clarifying instructions.
Participate/Lead special projects with the areas that participate across the Order to Delivery process.
Initiate and demonstrate leadership within the Customer Service area as well as within multidisciplinary work teams to streamline operational processes.

10% - Perform Regional Super User Role for Order Management Operation:
Support S/4 implementation.
Facilitate system and process changes adoption for legal and countries compliance.

Knowledge:
SAP User (Super User will be desirable).
Order to Cash process knowledge, understanding of related transactions, policies and guidelines, and performance measurements.
Knowledge of customer operations and customer requirements.
Knowledge of Electronic Data Interchange (EDI) and related transactions.
Knowledge of Logistics Information System.

Interpersonal & Leadership Skills:
Ability to work effectively with a broad cross-section of managers including sales, marketing, operations, and finance.
Customer relationship skills.
Motivational and negotiation skills.
Strong oral and written communication skills.
Interpersonal communication skills, relationship management, and collaboration skills.
Effective influence others.
Approachability & Responsiveness.
Novel & Adaptive Thinking.
Develop Self & Others.

Technical & Analytical Skills:
Computer skills including data entry, PC, Windows, database, and spreadsheet.
Attention to detail.
Strong follow-up skills.
Strong initiatives.
Adaptive to fast and continuous change.
Analytical/math and problem-solving skills.
Ability to prioritize many tasks and decisions.
Strong analytical and problem-solving skills (repeated for emphasis).

Education:
Bachelor’s degree in Economics, Marketing, Communication, Business, or related field.

Experience:
5 or more years of customer service with sales experience preferred.
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