Select how often (in days) to receive an alert:location:guadalajara, mxcategory: global business service jobswhy are we proud of what we do at allnex? We create coatings, products which help protect the world for all nex>t generations – and that’s exactly what you can do by joining us!Imagine how fast your smartphone would become scratched-up, ugly, and unusable without a coating. Or an e-bike, the cabin of a train, a beautiful wooden floor, and countless other things in life.making objects and their surfaces more attractive and longer-lasting means making them more sustainable, and that’s a huge part of what working at allnex is about. No matter which role you step into, you’ll become part of a global team of passionate people who care deeply about the chemistry, quality, and global impact of coatings.you’ll also join a highly multicultural and diverse team of more than 4,000 employees in four regions who – as part of one of the world’s leading coating resins companies – serve customers in over 100 countries across the globe.we are excited to announce the establishment of the new gbs americas center in guadalajara, mexico. This strategic move marks a significant milestone for allnex as we strengthen our presence in the americas and scale our operations efficiently across the region.as we embark on this new chapter, we remain committed to fostering a unified and collaborative culture across all our locations. The gbs americas will serve as a hub of innovation and excellence, driving our mission to deliver superior solutions and services to our valued customers.the customer service team lead will be responsible for leading and supporting a team of customer service representatives in a b2b environment. This role ensures the efficient execution of order management tasks, fosters a collaborative team culture, and drives continuous process improvements. The ideal candidate will have strong leadership, problem-solving, and customer service skills, ensuring operational excellence and high customer satisfaction.responsibilitieslead the team of customer service representatives to maximize effectiveness and job satisfaction through coaching, guidance, and support for people development.develop daily routines enabling effective execution of order management tasks and a flexible backup system within the cs team, as well as performing workload reviews to ensure proper workload distribution.foster a respectful and solution-focused team dynamic where challenges are addressed constructively, encouraging a positive and cooperative work environment.perform monthly consignment stock inventory invoicing and reconciliation by conducting accurate monthly reviews of consignment inventory movements and billings within the company versus customer records and reports to ensure compliance with consignment agreements.ensure that the cs team manages customer orders, inquiries, and complaints promptly and professionally, in line with allnex’s service offerings; register complaints and ensure timely follow-up; communicate and cooperate with sales/bu, planning, logistics, and credit teams to enable effective order fulfillment; provide compliance controls for sales orders with maintained prices by the pricing specialist; ensure accuracy of customer master data, order details, and invoicing; implement business rules within order management processes to support commercial/bu strategy.work and communicate effectively with internal teams (logistics, planning, finance, product managers, and sales managers) to ensure effective order fulfillment and participate in business-unit meetings.identify and implement process improvements by collaborating with stakeholders to eliminate unnecessary or inefficient steps.maintain reviews and analyze customer satisfaction metrics (kpis) to drive continuous improvement and escalate issues as needed.required skills and experience5+ years' experience in customer service or a customer-facing managerial role, including leadership and coaching of customer service teams.experience in supply chain, sales, or related business activities is a plus.proficiency with excel (medium level).experience with sap is a plus.qualificationswe offerenjoy an international working environment with a close-knit team, making it easy to connect and learn across functions. We are a truly innovative company with a strong team spirit, openness to new ideas, and great opportunities for career growth and development.equal employment opportunityallnex is proud to be an equal opportunity employer. We celebrate diversity and are committed to an environment where all colleagues contribute for the benefit of our employees, products, and communities.discover how you can make an impact!Visit our careers page for available opportunities. We look forward to hearing from you.
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