Manager Customer Service
Puebla Huejotzingo, MX, 74160
Schaeffler is a dynamic global technology company and its success has been a result of its entrepreneurial spirit and long history of private ownership. Does that sound interesting to you? As a partner to all of the major automobile manufacturers, as well as key players in the aerospace and industrial sectors, we offer you many development opportunities.
Your Key Responsibilities
1. Establish, Manage, and Lead Order Processing department(s) of specified Industrial sales areas / countries in region Americas based on customer requirements (dedicated vs. pool) and required languages:
- Dedicated: clear assignment of end-customer to order processing professional / coordinator
- Pool: clear assigmnment of end customers to a pool of order processing professionals / coordinators; pools should be separated by sectors.
Implement and roll-out Salesforce Service Cloud for inquiry management in region Americas
2. Order Processing Governance for firm business: Ensure that global order booking rules are implemented and adhered by providing direct support of department for the following tasks and any other relevant tasks assigned to order processing
3. Perform internal and external order change management Inquiry and Escalation Management per process defined levels:
- Handling of customer requests in Salesforce Service Cloud with defined service levels, including resource scheduling and balancing of workload
- Ensure that each inquiry is recorded in a ticket in Salesforce Service Cloud
- Demand and Capacity alignment with end-customer
- Change orders and update update quantity contracts
- EDI error processing of external sales orders
- Proactive Handling of order changes caused by Schaeffler (AB-Monitor)
- Coordination of phase-in / phase-out with the customer
- Handling of customer requests (product inquiries/certificates, lead times, material changes, etc.)
4. Support on escalations logistics processes and invoicing, work on optimizing and streamlining existing process focusing on continuous improvement
5. Project and Goal Management:
- Implementation of projects in the context of continuous improvement process and quality management
- Lead (sub-)projects with focus on Demand Management
- Alignment with process owner regarding extensive process changes or requirements
Your Qualifications
- Bachelor's Degree in Business Administration or relevant field
- A minimum of 5 years' proven experience in a customer service or MRP position of an international organization including leadership experience
- A minimum of 3 years' proven experience in a Customer Service leadership position of an internal organization preferably in the manufacturing sector
- Knowledge of SAP R/3 SD Module, SAP APO, Salesforce Service Cloud advantageous
- Outstanding verbal and written communication skills
- Excellent leadership and interpersonal skills
- Ability to maintain calm under pressure and ability to manage conflicts
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As a global company with employees around the world, it is important to us that we treat each other with respect and value all ideas and perspectives. By appreciating our differences, we inspire creativity and drive innovation. In this way, we contribute to sustainable value creation for our stakeholders and society as a whole. Together, we advance how the world moves.
Exciting assignments and outstanding development opportunities await you because we impact the future with innovation. We look forward to your application.
Information on our understanding of leadership can be found here: schaeffler.com/leadership.
Your Contact
Schaeffler Transmision, S. de R.L. de C.
Cinthya Duran
Keywords: Managers; Manager; Full-Time; Unlimited; Supply Chain Management;
Job Segment:
Logistics, Supply Chain Manager, Service Manager, Supply Chain, Operations, Customer Service