Medical Equipment Customer Service LEAD (Tequisquiapan)

Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly integral environment.

About the role

As a Customer Care Lead, you will be essential in delivering top‑notch customer service. You will lead a team, manage daily operations, and drive continuous improvements. This role requires a proactive approach to problem‑solving and effective communication with both your team and senior management.

Key responsibilities

• Supervise the assigned team and manage daily workload and performance.
• Deliver and drive solutions; assist in identifying and implementing improved ways of working within the Customer Care team.
• Manage the DDM process for your team, setting clear objectives aligned with organizational goals, supporting individual development and training needs, and conducting regular meetings to review progress.
• Proactively enhance the service and experience for our customers by implementing action plans and escalation procedures to address issues and identify improvements.
• Communicate effectively with the team and stakeholders to provide feedback, resolve problems, and drive solutions.
• Manage service issues by clarifying customer complaints, determining causes, seeking solutions, and escalating appropriately. Conduct root cause analysis and communicate findings to senior management.
• Monitor performance, providing coaching and mentoring where appropriate.

Qualifications and skills

• Bachelor’s degree in logistics, business administration or related.
• 1-2 years of experience supervising teams.
• Advanced proficiency in English.