Gerente de Atención y Servicio a Clientes

Responsibilities

• Lead the customer service team, ensuring complete resolution of service issues through continuous follow-up.
• Develop service procedures, policies, and standards to maintain high-quality support.
• Manage and analyze key performance indicators (KPIs) to measure service effectiveness and drive improvements.
• Oversee the daily operation of the department, including budget management and resource allocation.
• Recruit, mentor, and develop customer service personnel to foster professional growth.
• Promote the effective use of service platforms such as Salesforce and Control Tower.
• Negotiate client rates, agreements, and service accessories including travel and asset rentals.
• Coordinate with operations teams to ensure order fulfillment and service compliance.
• Perform root cause analysis and execute action plans to align with organizational objectives.

Requirements

• Professional degree in Engineering (Logistics or Industrial) or International Trade.
• Minimum of 5 years of experience in customer service support roles.
• Fluency in both Spanish and English (high level for fluid conversation).
• Strong knowledge of Logistics, Transportation, and Supply Chain management.
• Proficiency in Microsoft Office, databases, and customer service software.
• Proven leadership, strategic thinking, and problem-solving skills.
• Full availability for 24/7 support requirements.

Preferred Qualifications

• Master's degree in Logistics or related field.

Benefits

• IMSS and statutory benefits.
• 30 days of Aguinaldo.
• Savings fund and pantry bonuses.
• Subsidized dining service.
• Access to loans after 6 months of seniority.
• Profit sharing (utilidades).
• Uniforms and discounted auto insurance.

About the Company

Potentor is a professional organization dedicated to excellence in logistics and customer service management, focusing on high-standard operational efficiency and client satisfaction.