The PRO Customer Service Leader will oversee the full Professional Divisions Customer Service department, while operating as a player coach balancing handson execution, team leadership, and strategic thinkings. You will oversee a team of Customer Experience Representatives and serve as the key bridge between our internal teams Sales, Production Planning, Warehouse, Account Receivable, etc. and our customers.

This leader will play a vital role in transforming how we serve our customers, simplifying processes, and improving the overall ease of doing businessboth internally and externally.

Critical to the department is ensuring all customer requests are processed timely, and accurately by the team, ensuring both Plex and Salesforce are updated properly.

KEY RESPONSIBILITIES

Lead, coach, and develop a highperforming team of Customer Experience Representatives

Create an environment that promotes ownership, accountability, and continuous improvement

Design onboarding and training programs to ensure consistent performance and knowledge retention

Learn and optimize our internal systems Plex ERP, Salesforce CRM, Salesforce Commerce Portal, EDI for greater efficiency and usability, serving as the subject matter expert

Recommend and implement automation and digital solutions for routine or repetitive tasks

Drive process standardization and simplification to enhance service speed and accuracy

Serve as the connective tissue between Sales, Production Planning, Allocation, Warehouse, and the Customer to align priorities and resolve issues quickly





Work collaboratively with Corporate AccuTec on bestinclass SOPs and ensure team adherence

Oversee the full OrdertoCash process, ensuring timely, accurate order fulfillment

Manage Order Management, including data entry, order allocation, and customer updates

Support Customer Account Management and act as a point of escalation for complex or critical issues

Implement and maintain customer pricing structures within our ERP and CRM systems

Partner with Sales to provide tactical and strategic Sales Support, including point person on order, availability, and pricing information

In partnership with sales, upsell and crosssell of new and existing products based on the needs and goals of the business

Maintain and improve our Customer Order Entry Portal, resolving issues and promoting a high functioning userfriendly environment through collaboration with IT and the Medical CS to ensure alignment of functionality

Assist with customer fine mitigation and compliance, ensuring contractual obligations are met

Collaborate with Accounts Receivable to support payment resolution and credit management

Serve as a Voice of the Customer,



capturing and sharing feedback across departments to inform process and product improvements

Develop retentionfocused service strategies to increase customer satisfaction and loyalty

Build and maintain strong customer relationships, acting as a reliable liaison and problem solver

QUALIFICATIONS

Must speak fluent English and Spanish

Associates Degree in Business or related field required

Bachelors Degree in Business or related field preferred

Minimum of five years supervisory level customer service, sales, and or account management experience

Proficient in Microsoft Office Suite

Prior experience using Plex, Salesforce and EDI connectivity preferred

Excellent management and supervisory skills

Excellent verbal and written communication skills, with the ability to communicate with a wide range of individuals, managers, directors, and customers

Ability to resolve customer complaints and issues both internal and external while maintaining a professional and calm demeanor

Ability to train, coach, and mentor customer experience representatives

Ability to collaborate, model openmindedness, and flexibility to create and improve procedures that improve the customer experience
Bolsa de trabajo México ofrecemos puesto de Customer Service Leader para el sector de Atencion a clientes en la empresa AccuTec de Cajeme. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Jornada completa.

📌 Customer Service Leader (Cajeme)
🏢 Accutec
📍 Cajeme