Overall Purpose of Job
•The Customer Service Manager is responsible for providing oversight for all Customer Service Center resources.
•Leads all Customer Service operations for the Brazilian market, with supervisors and analysts reporting directly to the role.
•Provides strategic insights into customer needs and resolves issues escalated by Customer Service supervisors and staff.
•Maintains expertise in all transactional processes performed by direct reports and a thorough understanding of Deliver Operations (WH/TR) and the Customer Service organization.
•Builds strong cross-functional relationships and collaboration.
•Effectively manages key relationships and interdependencies between Customer Service and Supply Chain Planning, Deliver, Finance, Commercial, and Shared Services.
•Ensures strong Customer Service operational performance, achievement of financial targets, quality results, and an excellent customer experience.
•Reports directly to the LATAM Customer Solutions Head.
Essential Duties and Responsibilities
•Responsible for overseeing the Customer Service transactional processes related to Order entry and returns y/o rejections management.
•Provide oversight for the resolution of customer needs.
•Responsible for maintaining compliance and consistency with customer interactions executed by Customer Service Specialist and Supervisors.
•Will monitor team efficiency and effectiveness based on pre-determined organization performance metrics.
•Will manage a team of professionals by attracting talent, developing talent, and retaining talent through transparent conversations with employees.
•Establishes and monitors service-level objectives and key performance indicators, including customer satisfaction, order accuracy, response time, backlog, and complaint resolution.
•Leads workforce planning, capacity management, scheduling, and resource allocation to meet business demand and maintain service continuity.
•Owns governance for complex escalations, ensuring timely root-cause analysis, corrective actions, and clear communication with customers and internal stakeholders.
•Identifies and implements process improvements, standardization, automation, and digital solutions that increase efficiency and improve the customer experience.
•Maintains and continuously improves standard operating procedures, service policies, escalation protocols, and business continuity plans.
•Ensures compliance with quality standards, regulatory requirements, internal controls, data privacy obligations, and audit expectations.
•Prepares and presents performance reports, operational risks, customer insights, and improvement plans to senior leadership.
•Manages the Customer Service operating budget, headcount, overtime, and supplier or technology costs within approved targets.
•Translates voice-of-customer insights, complaint trends, and service data into recommendations for Commercial, Supply Chain, Quality, Finance, and other business partners.
•Defines team capability plans, coaching routines, succession pipelines, and development actions to build engagement and sustainable performance.
Requirements
•Portuguese, Spanish and English advanced are necessary.
•10 years' relevant experience in Customer Service or correlated areas.
Essential Knowledge and Skills
•Technical skills: MS Office, SAP, CIC
•Office skills: Standard office telephone, Email, Outlook
•Professional skills: Ability to make quick decisions; perform efficiently and effectively; deal with multi-source of information; demonstrate proficiency in written and oral communications
Core Competencies Required
•Develop deep insights into the needs of our patients, customers, markets and communities.
•Drive innovation; anticipate and shape industry and market changes to advance health care globally.
•Create an environment where leadership and talent development is top priority.
•Deliver results by inspiring and mobilizing people and teams.
Other Features of the Job
•15% of travel for Brazil (customer meetings)
•Job location: Bogotá, Colombia
Preferred Skills
Customer Centricity, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Efficiency Analysis, Emotional Intelligence, Fact-Based Decision Making, Inclusive Leadership, Leadership, Performance Measurement, Process Optimization, Quality Services, Resource Management, Team Management
