Position Purpose

Coordinate and supervise the daily operations of the Customer Service department, ensuring compliance with customer requirements, effective management of operational information, and execution of processes in accordance with the organization's quality, safety, and productivity standards.

Key Responsibilities

Serve as the primary liaison between internal and external customers to ensure operational continuity and daily productivity.

Plan vehicle dispatching and yard management activities in collaboration with the Operations team.

Supervise the analysis and execution of customer operating instructions.

Assign and coordinate daily activities for the work team.

Validate the accuracy of information generated and received by the team.

Identify and implement process improvement opportunities to enhance productivity and strengthen operational safety.

Plan and coordinate employee training according to assigned responsibilities.

Develop action plans that promote teamwork and achievement of operational objectives.





Ensure compliance with ISO and WOW process requirements and performance indicators.

Participate in internal and external ISO and WOW audits.

Develop, maintain, and update ISO procedures and Standard Operating Procedures (SOPs) for the assigned area.

Prepare monthly performance dashboards and operational reports.

Ensure the timely submission of operational reports.

Follow up with customers to ensure compliance with operational agreements and instructions.

Promote employee development through training initiatives that enhance skills and competencies.

Manage employee work schedules and staffing plans.

Delegate responsibilities and monitor team performance.

Participate in daily start-up meetings with customers and operational teams.

Monitor daily employee attendance using the Kronos system.

Ensure compliance with Workday processes and organizational requirements.

Required Profile

Education

Bachelor's degree in Business Administra

📌 Customer Care Supervisor (Saltillo)
🏢 Wallenius Wilhelmsen
📍 Saltillo