Role Purpose: Lead the customer service and order support operations across wholesale, retail, and direct-to-consumer channels, overseeing the end-to-end order lifecycle (order entry through delivery) while optimizing fulfillment accuracy, speed, and cross-functional collaboration.
Team Leadership: Hire, coach, and develop customer service professionals; set performance goals, manage schedules, and plan capacity for peak/off-peak volumes.
Order & Customer Management: Act as the escalation point for complex issues, resolve order holds, track open order risks, and coordinate closely with warehouse, logistics, and sales teams.
Process & Systems Optimization: Establish standard operating procedures (SOPs), partner with IT to enhance ERP, CRM, and EDI tools, and ensure high data integrity.
KPIs & Reporting: Track core metrics (on-time delivery, order accuracy, response times), analyze root causes of bottlenecks, and report trends to executive leadership.




Language (Indispensable): Advanced conversational and written English fluency.
Travel Documents (Indispensable): Valid international travel documents, including a valid U.S. visa / entry permit, with availability for international travel.
Experience: 7+ years in customer service, order management, or related operations, including at least 3+ years in a leadership/supervisory role.
Technical Skills: Hands-on experience with major ERP systems, CRM, and advanced Microsoft Excel (BI/reporting tools and EDI experience are a strong plus).
Domain Knowledge: Proven track record in B2B and/or D2C order management environments driving process improvements and higher service level agreements.
VISA
Advance English.

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📌 Customer Service Manager (Centro-Norte)
🏢 OFERTA CONFIDENCIAL
📍 Centro-Norte