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Supervisor, Customer Service

City
Ciudad de Mexico
State/Province
Distrito Federal

Overview:

Responsible for leading a team of Customer Service Representatives and Logistics Coordinators required to execute perfect order fulfillment within the order to cash process.  Order to cash includes order entry, customer service/problem resolution, correction of billing or pricing issues, collections, complaint management and master data maintenance.

Responsibilities:

  • Leads the organization in establishing and achieving internal customer service targets.
  • Drive internal and external customer satisfaction.
  • Monitoring and investigating customer complaints and implementing corrective action.
  • Ensures foreign trade and other regulatory controls are in place for accepting and executing orders.
  • Ensure compliance of department to safety targets, ISO and Sarbanes Oxley.
  • Meet productivity and quality metrics for delivery at expected cost for the service level chose by the businesses.
  • Develop and document procedures.
  • Develops and trains personnel to improve performance and job satisfaction.
  • Effectively manage day-to-day emergencies/issues.
  • Drive past due performance together with AR and Sales.
  • Maintains and ensures key internal relationships.
  • Build and maintain relationships with Regional Sales Managers and Regional Business Managers as well as key customers.
  • Ensure team adheres to company business rules and processes.
  • Understand the company’s products and services and be updated about processes and trends.
  • Monitor scorecards with metrics for customer service.
  • Meet/exceed monthly KPI metrics and objectives for the team.

Qualifications:

  • MA/BA degree.
  • Leadership experience.
  • Experience in Customer Service or related field (3-5 years).
  • Fluent English & Spanish, Portuguese (plus).
  • MS-Office skills proficient.
  • SAP/Salesforce knowledge is an advantage.
  • Positive, pro-active personality.

Application Methods:

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Celanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We support sustainability by responsibly managing the materials we create and growing our portfolio of sustainable products to meet customer and societal demand. We strive to make a positive impact in our communities and to foster inclusivity across our teams. Celanese Corporation employs more than 11,000 employees worldwide with 2024 net sales of $10.3 billion. For more information about Celanese Corporation and its product offerings, visit www.celanese.com.

Celanese is an Equal Opportunity Employer. Celanese does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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