As part of the Latin America Customer Care Leadership team, the Customer Care Manager will be responsible for the day to day operations of the Customer Care MRO and related support for one or more entities in Latin America.
He / she is focused on improving the level of customer service and inside sales support provided by his / her team, including but not limited to quotation, order processing and management, purchasing and all other pre-sales and post-sales activities, services, and customer communication.
Working collaboratively with the rest of the LAM Customer Care leadership team, LAM entities, Business Groups, and Quote to Cash functional teams to deliver bookings and sales goals andding a positive customer experience.
Primary Job Responsibilities :
provide day to day leadership of high performance teams, hire department resources, ensure trainings
and development plans are timely and delivered, & conduct quarterly performance reviews
2.Continuous Improvement Process : Exhibit strong knowledge and coaching skills and use of
Continuous Improvement Process tools; lead and participate on efforts to improve process, systems,
quality, productivity, and overall customer experience
3.Budgets : participate and own components of the department budget
4.Customer Interaction (internal and external) : handle escalation, address quality issues, and resolution
5.Key Performance Indicators : Identify, develop, & maintain key performance indicators for the
department, ensure processes are efficient and maintain productivity
6.Relationships / Network : Build and maintain relationship with Field Sales, Local Business Partners,
Regional Leaders, Business Units, and the rest of the Quote to Cash Functional and regional teams
7.Work with Business Units and Regional Sales Management to identify and develop programs and
processes that enable sales and strengthen customer loyalty
8.Resource Planning : Develop and maintain resource plans for the day to day running of the work group
and forecast long term needs, ensure business continuity
9.Strategy development : Take ownership in the strategic planning process for the department and
10.On time delivery : Coordinate efforts with Business Units and Regions to improve on-time delivery
11.Support bookings and sales goals of the region, working closely with the Quote to Cash and sales team
12.Training : Identify training needs and work with leads, subject matter experts, and training department
to develop and implement programs
13.Other duties as assigned
Education : Bachelor's degree in business, engineering, or equivalent required
Experience : Minimum of 5 years leadership experience in management or supervisory role, at least 3 years of which in customer service, sales, or related field.
Experience in a technical field is a plus.
Can drive vision and purpose - articulate the vision in a way everyone can relate to, can rally support and create an organization-wide energy and optimism for the future
Can communicate effectively in a variety of settings and audience
Customer focus - can build strong customer relationships and deliver customer-centric solutions
Demonstrated good decision quality & can manage complexity, critical and analytical thinker
Can build an effective team and drive for results, has a passion for developing others
Language : Fluent in Spanish & English (Oral and Written)