Avantor is looking for a dedicated Customer Service Lead Líder de Servicio al Cliente. This position is located onsite in Mexico City near The World Trade Center.Supervise customer support team. Responsible for resolving basic to complex customer support issues for customers. Coordinates and leads daily team activities to meet departmental goals and implement processes regarding quality, productivity, and issue resolution. Monitor team performance to achieve maximum client satisfaction levels. Resolve escalated issues and establish department procedures. Train and mentor team members. May spend a portion of time performing the work of those they supervise. Assist with management decisions and activities. May assist higher level supervisor.THE OPPORTUNITY Leads a team of Customer Service Associates. Leads individuals to overachieve productivity and quality standards while ensuring AvantorVWR policies and practices are correctly followed. Continuously looks for ways to increase the performance, quality, and productivity of the associates. Focuses on sales enabling strategies utilizing collaboration across the business and process improvement initiatives. Provides supervision and technical assistance to customer service team to attain departmental and organizational goals. Ensures customer complaints are resolved in a professional manner. Monitors business and process metrics to measure and manage customer service effectiveness. Conducts meeting with Managers to discuss process improvements and issues.WHAT WERE LOOKING FORCollege degree preferred or equivalentapplicable experienceMust be able to communicate in English C1 Verbal and WrittenC1 Can understand and express complex ideas spontaneously with some degree of fluency and can properly organize sophisticated text and communicate with substantial detail.EXPERIENCE35 years applicable experience in a customer relationship type role sales, military, call center, etc.23 years experience with Avantor preferred1 years leadership experience preferredTHOSE NECESSARY TO PERFORM THE JOB COMPETENTLYAbility to lead individuals and manage AvantorVWR processes to ensure that customers receive a quality customer experience when they interact callsemailsclicktochat with a Customer Service associate.Knowledge of Avantor Systems, processes, and company resources advanced computer skills and strong knowledge of SAPAbility to handle high profile issues, complex customer situations, and escalated customer calls always maintain composure and positive attitude.Must be confident and strong decision maker with ability to balance customer needs vs. company objectives.Resourceful problem solver and process improverExcellent communication skills, both verbal and written.Strong leadership, coaching, and mentoring skillsStrong Organizational Time Management skills to prioritize tasks and meet deadlinesMust be a team player and be able to work with members of the immediate team, as well as employees outside the organization, while demonstrating the ability to work independently.Thorough attention to detail.Ability to take charge and be proactive.Must be customer and sales focusedMust be able to maintain confidentialityHOW YOU WILL THRIVE AND CREATE AN IMPACTOverall responsibility for Customer Service associate performance to meet productivity and quality metricsgoals.Responsible for Customer Service associate development and performance management.Supports associate hiring, retention, progressive disciplinary process and terminations as necessary.Leads, participates, and represents customer service in ABS process improvement initiatives, such as A3s, Kaizens, etc.May take the lead on smaller projects or portions of significant projects.Manages Customer Service associate training and coaching.Monitors and maintains daily workflowservice levelsactivities within the team.Supports quality monitoring program by performing monthly QM assessment, reviewing for trends and improvement opportunities, and providing monthly coaching sessions.Manages system failures and outages working with IT and Customer Service teams minimizing loss of productivity and customer disruption.Support business needs, when necessary, as part of the business continuity plan temporarily manage daily business needs during business continuity event to minimize customer interruptions.Handles escalated complaints, questions, and queries as necessary. Research complex customer issues, determining the root cause of the problem. Follows up with the customer, sales, and appropriate parties to ensure sales are maintained.Performs other duties as assigned.ENVIRONMENTAL WORKING CONDITIONS PHYSICAL EFFORT Under typical positionsTypically works in an office environment or remote with adequate lighting and ventilation and a normal range of temperature and noise level.Work assignments are diversified. Examples of past precedent are used to resolve work problems. New alternatives may be developed to resolve problems.A frequent volume of work and deadlines impose strain on a routine basis.Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting, or carrying objects that typically weigh less than 10 lbs.Bolsa de trabajo México ofrecemos puesto de Líder de Servicio al Cliente para el sector de CallCenter Telemercadeo en la empresa Avantor de Benito Juárez. Salario acorde a tu experiencia y al salario medio del sector. Actualiza ahora tu currículum vitae y postúlate a este empleo. Tipo de empleo Tiempo Completo.
