Latam Order Management Lead - Portuguese required

Latam Customer Support Lead

As LATAM Customer Service Lead the role will be accountable for supporting the LATAM Customer Service Leaders in the execution of Customer ordering processes across multiple teams and business units.

As Latam Customer Support Lead your scope would consist of:

• Ensure the Customer Service function continually optimizes staffing, schedules and activities that enable timely and seamless order processing across the entire Supply Chain.
• Develop & deploy strategy & execution of premium service for LATAM aligning with other sector leads for people, processes and new technology to provide an enhanced, Proactive service model – Accountable
• Lead the team responsible to drive end-to-end processing of customer orders & case management & new digital technology including AI in line with the premium + service offering – Accountable
• Hire, Mentor and develop LATAM team committed to delivering exceptional Premium service – Responsible
• Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management.
• Work with CS Excellence lead to develop a continuous improvement culture with diligent root cause analysis. – Responsible
• Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all Premium customers.
• Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology.
• Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency.
• Identify areas for improvement and close efficiency gaps regarding customer service and order processing.
• Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team.
• Develop team talent and capability build and ensure succession plans are in place

Who Are We Looking For?

• Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required. MBA preferred
• 10+ years of experience in leadership roles with big headcount responsibility
• 10+ years of experience in customer service or operations, including 5+ in a senior leadership with people management role.
• English, Spanish and Portuguese Fluency both written and verbal required.
• Experience in multinational companies
• Strong analytical skills and experience with service metrics, reporting, and performance management
• Experience with CRM, contact center platforms, and digital service solutions
• Deep understanding of customer support metrics, executive communications, and cross- functional collaboration.