Job Overview

This role functions as a skilled subject matter expert responsible for organizing and executing work that spans teams or functions and influences business performance. It independently manages complex customer service issues, processes, or projects that require intermediate practical knowledge. The role engages cross?functionally to coordinate solutions and elevate service quality. It requires researching and resolving problems that are not immediately evident and applying best practices to drive improvements. The position also supports transformation efforts that impact customer experience and operational outcomes.

Accountabilities

1. Provide Advanced Customer Service Expertise
The role delivers expert customer support across physical, remote, and virtual channels to resolve escalated or complex needs. The role applies deep functional knowledge and analyzes multiple factors to determine appropriate solutions. The role protects customer relationships and drives service excellence.
2. Manage Complex Issues and End‑to‑End Service Processes




The role oversees escalated issues, advanced order management activities, and post‑service support requiring independent decision‑making. The role ensures challenges with broader customer or business impact are handled efficiently and consistently. The role identifies patterns and communicates cross‑functionally to support timely resolution.
3. Execute Projects and Processes with Cross‑Functional Impact
The role organizes and implements projects or process work that influences customer experience and business outcomes. The role balances multiple deliverables and coordinates stakeholders to ensure alignment. The role supports improvements that strengthen operational effectiveness.
4. Collaborate Across Teams to Improve Service Delivery
The role partners with internal teams and external collaborators to share insights and coordinate end‑to‑end solutions. The role synthesizes information from multiple sources to inform

📌 Assoc Mgr Customer Service (Ciudad de México)
🏢 The Hershey
📍 Ciudad de México