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Customer Service Manager

Job ID:R2101483
Location:Monterrey, Nuevo Leon, Mexico

Customer Service Manager

Starting from Mex$90,000 per month

Monterrey Branch
Carr. Miguel Aleman KM 21 #6
Prologis Park Apodaca
Apodaca, N.L. Mexico 66627


Uline. Where work ethic and hustle are rewarded. Customer Service is the heartbeat of our company.
 

Position Responsibilities

  • Manage the day-to-day operations of a modern, fast-paced 50-seat call center

  • Handle daily supervision and coaching of department managers, team leads and representatives.

  • Hands-on involvement in all aspects of customer service, including daily handling of customer calls and emails.

  • Develop managerial and leadership skills of team leads / representatives.

  • Monitor, track and enforce departmental policies, procedures and goals.

  • Review reports, perform regular internal audits and take appropriate action. 

  • Improve customer experience by proposing action plans and providing problem-solving resources.

  • Manage and teach emotional intelligence driving behaviors to maintain a good work environment.

  • Work with Scheduling Manager to determine staff hours and number of employees needed.

Minimum Requirements

  • Bachelor's degree. 

  • Bilingual (English / Spanish) - 100% in both verbal and written forms.

  • 5 - 7 years customer service supervisory experience, preferably in a call center environment.

  • Demonstrated leadership skills to effectively coach, develop and motivate a high performing talent team.

  • Experience with process improvement audits.

  • Exhibit strong analytical, communication and organizational skills.

  • Experience managing multi-channel customer service departments.

  • A passion for excellence and customer satisfaction.

Benefits

  • Complete insurance coverage that includes medical, dental, vision and life insurance plus wellness programs.

  • Savings fund with employer match.

  • Paid holidays and generous paid time off.

  • Tuition Assistance Program that covers professional continuing education.

  • Bonus programs that include annual performance, sales goals and profit sharing.


About Uline

Uline is North America's leading distributor of shipping, industrial and packaging materials. We're a family-owned company known for incredible service, quality products and same-day shipping of our huge in-stock inventory. With over 8,000 employees across 12 locations, it's time you joined Uline.

Uline is proud to operate as a drug-free workplace. All new hires must complete a pre-employment hair follicle drug screening.

EEO/AA Employer/Vet/Disabled


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Our employees make the difference and we are committed to offering exceptional benefits and perks!  Explore Uline.jobs to learn more!

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WHY ULINE?

Uline challenges you to be your best. It pushes the limits of your potential and provides you with the tools you need to succeed, making it a great place to build your career.