CONFIDENCIAL

Solicita: Customer Service

• Descripción y Requisitos

  What You Will Do 

  In this role, you will bring the customer experience to life by bridging the gap between manufacturing operations and customer service.

  • Act as the main point of contact and go-to person for escalations between the Juárez site and various Business Units to ensure timely order fulfillment.

  • Advocate for customers in manufacturing by providing insights, observations, and feedback on potential issues leading to complaints.

  • Collaborate closely with the Quality team to investigate recurring issues such as mislabeling and trending customer complaints.

  • Manage and resolve production "on holds" promptly, ensuring all cases are handled within established SLA timeframes.

  • Partner with Manufacturing and Customer Service teams to forge strong relationships and streamline communications to mitigate customer-impacting issues.

  • Guide and educate the CME team on manufacturing queries, closing technical knowledge gaps to assist in faster issue resolution.

  • Contribute to weekly, monthly, and quarterly reporting on customer concerns and manufacturing performance metrics.

  • Proactively identify opportunities for workflow optimization and provide strategic recommendations for products and services to management.

  • Finding creative solutions to optimally address internal and external customer

  Qualifications

  • Do you have 2+ years of experience in a Customer Service environment?

  • Are you fully proficient in English (reading, writing, and speaking)?

  • Do you have a proven history of handling escalation processes and managing complex customer issues?

  • Do you have experience in creating clear, concise documentation and reporting?

  • Previous experience working within a manufacturing environment.

  • Proficiency in a second language.

  • Strong skills in Google Workspace (Docs, Sheets, Slides).

  • The ability to translate technical manufacturing issues into clear language for non-experts.

  
  
  
  

  Puesto: Ingeniero - Producto

• Información Adicional

  Tipo de contrato: Permanente
  Salario: Negociable

  Pais:MEXICO
  Estado o Region: Chihuahua
  Ciudad: Ciudad Juarez