The Customer Service Manager is responsible for ensuring customer satisfaction across the organization while maintaining optimal operational costs. This role oversees effective demand management through robust processes and a well-trained, motivated team. The manager ensures timely responses to customer needs, on-time delivery performance, clear communication, and proactive management of customer concerns, maintaining finished goods inventory at appropriate and safe levels.

Educational Requirements

- Bachelor’s Degree required.
- Minimum 5 years of experience in Customer Service, Demand Management, or Supply Chain.
- At least 2 years of experience in management or leadership role.
- Advanced English.
- Experience in a harness manufacturing company (essential).

Skills and Competencies

- Extensive experience in core Customer Service processes.
- Proficiency in BPCS and advanced knowledge of Microsoft Excel.
- Strong organizational, analytical, and problem‑solving skills.
- Excellent communication and interpersonal abilities.
- Proven ability to coach, develop, and motivate teams.
- Results‑oriented with a continuous improvement mindset.

Key Responsibilities





- Managing a team of Account Coordinators and Team Leads.
- Ensuring accurate and timely loading of customer demand and maintaining the sales forecasting process.
- Overseeing on‑time and cost‑effective processing of ship tickets.
- Driving on‑time delivery improvements and following up on past‑due elimination.
- Identifying customer escalations and coordinating timely internal responses.
- Monitoring demand variations and ensuring proper alignment with production and logistics.
- Coordinating cost recovery efforts (premium freight, excess & obsolete inventory, overtime, etc.) resulting from demand fluctuations or cancellations.

Involved and Consulted on

- Recruitment and hiring processes for the Customer Service department.
- Continuous improvement initiatives related to customer satisfaction and operational efficiency.
- Development and implementation of overall Customer Service team strategies.
- New customers or part launches, ensuring smooth communication and transition with internal and external stakeholders.

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📌 Customer Service Manager (Ciudad Juárez)
🏢 Empresa Confidencial
📍 Ciudad Juárez