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 evolves
Experiência 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 teams
Preferred
- Experience with **SAGE 100** (ERP)
- Previous leadership or team-lead experience in customer service
- Familiarity with quality systems, production workflows, or supply chain concepts
Beneficios
- Beneficios de acuerdo a la LFT
**Número de vacantes** 1
**Área** Atención a Clientes/Call Center/Telemarketing
**Contrato** Permanente
**Modalidad** Presencial
**Turno** Diurno
**Jornada** Jornada completa
**Horario**
- Tiempo completo
- 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