Customer Service Manager

Location Queretaro, Mexico

Department Customer Service

Employment Type Full Time

Have you ever used the self-checkout in a Wal Mart? Maybe you grabbed a drink from a vending machine or paid to park your car? If you’ve answered with a resounding “YES”, then you’ve done so with the aid of one of the 10 million devices installed by Crane Payment Innovations (CPI).

We make the technology that powers your everyday life, enabling more than 4 billion transactions every week in more than 143 currencies worldwide. From cash and coins to cards and mobile, we keep the world of payments moving with smart validation devices and business management software.

Headquartered in Malvern, PA, CPI is supported by: >2,500 global associates, 7 manufacturing sites, 12 corporate offices and 43 service branches.

Primary Function:

The Customer Service Manager will provide direct management and support to the Customer Service team located in 3 locations in the Americas (total 7 associates). This includes but is not limited to insuring customer orders are processed in a timely manner as well as providing support to CPI Sales Managers while utilizing SAP (CPI’s ERP platform).

Responsibilities and Duties

• Managerial responsibility for Americas Customer Service team, including resource allocation, recruitment, training, development, performance management, and the achievement of department objectives.

• Work with Product Supply and Shipping Departments to ensure customer order fulfilment to request is achieved

• Identify and implement improvements to Customer Service processes and pursue continuous improvement

• Resolve escalated customer issues as appropriate, deciding severity level of issue and resource required to resolve

• Ownership of weekly and monthly metric reporting as defined by Management

• Coordinate and manage customer service projects and initiatives

• Ensure effective working relationships between the team and other areas of the business, including but not limited to: Product Supply, Sales, Operations, Technical Support and Finance.

• Support Continuous Improvement Roadmap and deliverables (CBS) that achieve improvement in standardization, automation and customer satisfaction aligned with the global teams.

Qualifications and Required Skills

• Bachelor’s degree in Business is preferred or 10+ years Customer Service experience

• Years of experience/knowledge in Customer Service procedures and best practices

• SAP as it relates to Sales/Distribution and Materials Mgmt modules

• SalesForce, Happy Fox, and Qlik Sense as it relates to Customer Service key performance indicators (KPIs) development and reporting

• Ability to implement customer service process improvement initiatives

Key Attributes for Success

• Energy level, comfortable performing multifaceted projects in conjunction with day-to-day activities

• Influencing skills, analytical and problem-solving skills and the ability to multi-task in a fast-paced environment

• Ability to establish credibility and be decisive and able to recognize and support the organization's preferences and priorities

• Results and people oriented with sound judgment—ability to balance other business considerations

• Leadership skills and ability to manage staff

• Decision making and problem-solving skills

• Excellent communication skills verbally and in writingUp to 20% travel

WHAT WE’RE OFFERING

• Competitive salary

• Medical, life and Dental insurance

• Fundvouchers

• Benefitsto travel and work at our global sites

• Benefits above the law