• Negotiates the resolution of sensitive administrative or review issues for designated customer accounts.

• Acts as escalation desk for complex customer issues.

• Using the Customer Relationship Management System (CRM), manages customer leads such as classifying and segmenting the customer, entering new customer information into database, etc.

• and manages customer opportunities such as new sales, determining if lead should be pursued, etc.

• Determines the scope of project for the customer, including identifying related cross-selling items, determining any special needs, etc.

• Determines the payment terms and options for the customer.

• Manages ongoing customer service, including feedback to customer if there is a variance in Availability to Promise Date due to scheduling or resource limitations.

• Measures and monitors customer satisfaction and conducts customer satisfaction reviews with the customer.

• For quotes that are not booked, sends quotes to be tracked and scheduled for follow up.

• May manage the performance of direct reports by defining accountabilities,



establishing performance objectives, providing feedback and guidance, and ensuring that all policies are understood and adhered to.

• May handle the following additional responsibilities: inbound and outbound sales calls with customers, with resulting leads and opportunities.

• Read and follow the Underwriters Laboratories Code of Conduct and follow all physical and digital security practices.

• Performs other duties as directed.

Qualifications
• Higher Secondary Education (High school diploma) or equivalent; University degree preferred plus three years of experience in a customer service and/or account development role.
• At least one year demonstrating leadership capabilities such as: Demonstrated ability to mentor/train others.
• Has acted as a "go-to" or subject matter expert within their functional area.
• Has led a project team to accomplish a stated objective.

What you’ll experie

📌 Customer Service Group Leader (México)
🏢 UL Solutions
📍 México