Supervisor, Customer Service (Xico) (Valle de Chalco Solidaridad)

Overview

Celanese is seeking a Customer Service Supervisor who will be responsible for leading a team of Customer Service Representatives required to execute perfect order fulfillment within the order to cash process. Order to cash includes order entry, customer service/problem resolution, correction of billing or pricing issues, collections, complaint management and master data maintenance.

Responsibilities

• Leads the organization in establishing and achieving internal customer service targets.
• Drive internal and external customer satisfaction.
• Monitor and investigate customer complaints and implement corrective action.
• Ensure foreign trade and other regulatory controls are in place for accepting and executing orders.
• Ensure compliance of department to safety targets, ISO and Sarbanes Oxley.
• Meet productivity and quality metrics for delivery at expected cost for the service level chosen by the businesses.
• Develop and document procedures.
• Develop and train personnel to improve performance and job satisfaction.
• Effectively manage day‑to‑day emergencies/issues.
• Drive past‑due performance together with AR and Sales.
• Maintain and ensure key internal relationships.
• Accountable for driving continuous process improvement to simplify and standardize, reduce non‑value added activities and costs, increase productivity and achieve customer service targets.
• Build and maintain relationships with Regional Sales Managers and Regional Business Managers as well as key customers.
• Ensure team adheres to company business rules and processes.
• Understand the company's products and services and stay updated about processes and trends.
• Monitor scorecards with metrics for customer service.
• Meet or exceed monthly KPI metrics and objectives for the team.

Qualifications

• MA/BA degree.
• Leadership experience.
• Experience in Customer Service or related field (>4 years).
• Fluent English & Spanish.
• TOEFL B2 or higher.
• MS‑Office skills proficient.
• SAP/Salesforce knowledge is an advantage.
• Positive, pro‑active personality.
• Customer focused mindset.
• Good interpersonal and leadership skills.
• Strong problem solving and analytical skills.
• Effective time management.
• Ability to build relationships.
• Ability to work in a general fast‑paced and complex environment.
• Being versatile and adaptable to change.
• Able to cope with stress (stress resistant).
• Responsibility and engagement.
• Critical Thinking and Problem‑Solving Skills.
• Good communication skills – verbal, written, and listening.
• Positive, empathetic, and friendly attitude.