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Location: 

Guadalajara, MX

Category:  Global Business Service Jobs

Customer Service Team Lead

Why are we proud of what we do at allnex? We create coatings, products which help protect the world for all nex>t generations – and that’s exactly what you can do joining us!

Imagine how fast your smartphone would become scratched-up, ugly and unusable without a coating. Or an e-bike, the cabin of a train, a beautiful wooden floor, and countless other things in life.

 

Making objects and their surfaces more attractive and longer-lasting means making them more sustainable, and that’s a huge part of what working at allnex is about. No matter which role you step into, you’ll become part of a global team of passionate people who care deeply about the chemistry, quality, and global impact of coatings.

You’ll also join a highly multicultural and diverse team of more than 4,000 employees in four regions who – as part of one of the world’s leading coating resins companies – serve customers in over 100 countries across the globe.

 

Click here to learn more about how we can make an impact together!
For a sneak peek into life at allnex, don’t miss our Operator Movie!

 

Position overview

We are thrilled to announce the establishment of the new GBS Americas Center in Guadalajara, Mexico. This strategic move marks a significant milestone for allnex as we strengthen our presence in the Americas and scale our operations efficiently across the region.
As we embark on this exciting new chapter, we remain unwavering in our commitment to fostering a unified and collaborative culture across all our locations. The GBS Americas will serve as a hub of innovation and excellence, driving our mission to deliver superior solutions and services to our valued customers.

 

The Customer Service Team Lead will be responsible for leading and supporting a team of customer service representatives in a B2B environment. This role ensures the efficient execution of order management tasks, fosters a collaborative team culture, and drives continuous process improvements. The ideal candidate will have strong leadership, problem-solving, and customer service skills, ensuring operational excellence and high customer satisfaction.

Responsibilities

  • Lead the team of customer service representatives to maximize effectiveness and job satisfaction by close people coaching/guidance and support to people development.
  • Develop daily routines enabling effective execution of order management tasks and flexible back-up system within the CS team as well as performing workload reviews to ensure the proper workload distribution in the team.
  • Foster a respectful and solution-focused team dynamic where challenges are addressed constructively, encouraging a positive and cooperative work environment.
  • Perform monthly consignment stock inventory invoicing and reconciliation by conducting the accurate monthly review of consignment inventory movements and billings within the company vs the customer records and reports to ensure compliance of the expected requirements of consignment agreements with customers.
  • Ensure that the CS team takes care of customers and their orders, inquiries, and complaints in a consistent, fast, friendly, and proactive manner in accordance with allnex’s service offerings; registers complaints and ensures timely follow-up; communicates and cooperates with Sales/BU, Planning, Logistics, and Credit teams to enable effective fulfillment of customer orders; provides compliance controls for sales orders with maintained prices by the Pricing specialist; ensures accuracy of customer master data, order details, and invoicing; implements business rules within order management processes to support Commercial/BU strategy.
  • Work and communicate effectively with internal teams (Logistics, Planning, Finance, Product managers and Sales managers) to ensure effective execution of order fulfillment activities and also participate in business-unit related meetings.
  • Be instrumental in identifying and changing unnecessary or inefficient processes or process steps, in active collaboration with the other stakeholders.
  • Maintain reviews and analyzes a range of Customer satisfaction measures (KPIs) to drive continuous improvement and escalates issues to the appropriate functions.

Required skills and experience

  • 5+ years' experience in Customer Service or a customer-facing managerial role, including experience leading and coaching customer service teams.
  • Experience in other Supply Chain / sales / business related activities would be considered as plus.
  • Experience with Excel – Medium Level.
  • Experience with SAP is a plus.

Qualifications

  • Bachelor’s degree required.
  • Fluent in English.

We offer

We are proud to offer an international working experience with a tight-knit network of employees, making it easy to connect and learn from people all across our different functions. On top of that we are a truly innovative company with a strong team spirit, openness to new ideas, and great opportunities to grow and develop your career.

Equal Employment Opportunity
allnex is proud to be an equal opportunity employer. We celebrate diversity and are committed to an environment where all colleagues contribute for the benefit of our employees, our products, and our communities.

Find out how you can make an impact!
Check out our careers page for available opportunities. We look forward to hearing from you.

www.allnex.com

 


Job Segment: Logistics, Fulfillment, Supply Chain, Manager, Operations, Customer Service, Management

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