Descripción y detalle de las actividades- Handle complex customer inquiries via phone and digital channels related to:- Product quality concerns- Order lead times and fulfillment issues- New product development questions and feedback- Serve as an escalation point for challenging or high-impact customer situations- Build trust and long-term customer relationships through clear, professional communication- Equip remote customer service representatives with accurate, up-to-date information to resolve customer inquiries efficiently- Develop and maintain:- Knowledge base articles- Standard operating procedures (SOPs)- Escalation paths and resolution guidelines- Partner with internal teams (manufacturing, quality, product, operations) to ensure consistent and correct messaging- Lead continuous improvement initiatives to strengthen customer service quality, consistency, and speed- Design scalable processes that allow one unified team to support multiple brands and product lines- Identify recurring customer issues and drive root-cause solutions across departments- Help define metrics, reporting, and performance standards for customer service operations- Support hiring, training,



and coaching efforts as the customer service function evolvesExperiência y requisitos- Bilingual**:Fluent in English and Spanish (written and verbal)**:- **3+ years of experience in customer service or customer support roles**:- Experience working in or closely with manufacturing, e-commerce, or product-based businesses- Comfortable using customer service platforms such as:- **Shopify**:- **Gorgias or Zendesk**:- Strong communication, problem-solving, and organizational skills- Ability to work cross-functionally and drive alignment between teamsPreferred- Experience with **SAGE 100** (ERP)- Previous leadership or team-lead experience in customer service- Familiarity with quality systems, production workflows, or supply chain conceptsBeneficios- Beneficios de acuerdo a la LFT**Número de vacantes** 1**Área** Atención a Clientes/Call Center/Telemarketing**Contrato** Permanente**Modalidad** Presencial**Turno** Diurno**Jornada** Tiempo Completo**Horario**- Jornada completa- Lunes a viernes**Estudios** Carrera técnica**Inglés**Hablado: Avanzado, Escrito: Avanzado**Disponibilidad p.viajar** No

📌 Customer Service (El Bajio Industrial Park) (Tecate)
🏢 Mam De La Frontera, S. A. De C. V.
📍 Tecate