Fortive

Customer Service Manager

Fortive

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • Mexico

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Tech Stack

SFDC

About the role

  • Drive solution-oriented decisions,
  • Collaborate closely with cross-functional departments to ensure orders are processed accurately and efficiently.
  • Contributes to the company’s overall customer service/order management strategy to help ensure we have a seamless and efficient quote-to-cash process and exceptional customer experience.
  • Oversee the hiring, orienting, training and development of customer service staff to ensure a capable workforce to support remotely ASP customers.
  • Set and maintain meaningful customer satisfaction metrics with overall business goals in mind.
  • Develop, implement, and maintain customer service policies, procedures, and regulations necessary for ensuring a satisfied customer base and compliance.
  • Communicate with customers to identify their needs/expectations and make appropriate adjustments to meet those needs
  • Ensure timely follow up / resolution of outstanding issues and point of escalation.
  • Supports internal and external audits as needed.
  • Ensure on-time response to customer needs.
  • Manage direct contact with customers to clarify order-related questions
  • Management and continuous improvement of reporting tools and review processes.
  • Work with CRM (Salesforce.com) system to manage order queues and capture customer-related actions.
  • Work with SAP system to manage order queues and capture customer-related actions.
  • Responsible for the e-Invoicing systems & process
  • Drive SFDC & SAP enhancements with global IT group.
  • Represent CS-LATAM in ASP global forums, to align the region with global policies and enhancements.
  • Ensure accurate update of systems and databases.
  • Enables team development growth to be subject matter experts in their role.
  • Manage Suppliers for LATAM Customer Service Team
  • Responsible for communicating business related issues or opportunities to next management level.
  • Performs other duties assigned as needed.

Requirements

  • Business Administration, International Business, Industrial Engineering. MBA is considered a plus.
  • Must have +5 years of experience leading regional Customer Service, Order Management or other Sales Operations roles in Medical/Life Science industry.
  • SAP 4 HANNA hands-on experience
  • Deep e-Invoice processes knowledge
  • Strong analytical and structured mindset.
  • Strong Project Management knowledge.
  • Strong Excel proven capabilities.
  • Hands on Experience in Continuous Improvement tools such as: Standard Work, Daily Management, Problem Solving, Value Stream Mapping
  • Knowledge of Customer Relationship Management tools, especially Salesforce.com
  • Fluency in Spanish and English is a must, Brazilian Portuguese skills are a strong asset
  • Proven track of developing the team members under their management.
  • SOX Compliance knowledge from an OTC perspective.
  • Knowledgeable Quality and Regulatory Basics on Medical Devices Distribution.
  • Knowledgeable on Government Contracts fulfillment for Medical Devices/Life Science /Pharma industry.
Benefits
  • We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth.
  • At Fortive, we believe in you.
  • At Fortive, we believe in us.
  • At Fortive, we believe in growth.
  • Equal Opportunity Employer.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SAP 4 HANNAe-Invoicing processesProject ManagementExcelContinuous Improvement toolsStandard WorkDaily ManagementProblem SolvingValue Stream MappingCustomer Relationship Management
Soft Skills
analytical mindsetstructured mindsetteam developmentcustomer servicecollaborationcommunicationproblem resolutionleadershipcustomer satisfactioncross-functional collaboration
Certifications
MBA