Customer Service Lead - Supply Chain

Responsibilities

• Lead, evaluate, and train the Export customer service team, providing constant feedback and guidance to meet daily objectives.
• Manage and develop processes for order integration for AlEn USA customers, ensuring data accuracy and timely capture to mitigate delivery delays.
• Collaborate with the Supply Chain team to achieve On Time and In Full (OTIF) objectives.
• Manage end-to-end order processing for key accounts, from order receipt to billing, for products supplied from AlEn Mexico warehouses.
• Monitor commercial relationships with new and existing customers, managing delivery times, price changes, and product launches/discontinuations.
• Analyze customer service KPIs, including On Time, In Full, billing, and demand fulfillment, to make informed decisions during extraordinary situations.
• Oversee order integration via EDI and SAP systems to ensure operational flow.

Requirements

• University degree in IMA, IIS, IAS, LIN, or a related field.
• 5+ years of experience in Exports, Customs, Foreign Trade, and customer service management.
• Strong knowledge of service level KPIs and administration.
• Proficiency in SAP, order processing, and billing systems.
• Experience with Power BI for dashboard management and indicator tracking.
• Advanced Excel skills (advanced formulas, pivot tables, data segmentation, etc.).
• Advanced or Bilingual English proficiency (required).

Benefits

• Competitive compensation and benefits superior to the law.
• Comprehensive well-being programs.
• Opportunities for continuous learning and professional development.
• A collaborative, open, and agile work environment.

About the Company

AlEn is a leading Mexican company with over 75 years of experience in the cleaning solutions industry. With a presence in Mexico, the United States, Central America, and the Caribbean, our iconic brands are present in 97% of Mexican households. Our purpose is to build a cleaner and more sustainable world.