*join a team recognized for leadership, innovation and diversity*:successfully manage a customer care team for order fulfillment processes including booking customer po in sap, order management, maintaining excellent relationship with customer/business leaders.manage the performance of team individuals.continuously improve procedures and processes to deliver "best in class" customer service and order management fulfilment.*key responsibilities*:- assist in the setup of successful otc functional teams.- lead the delivery of a standard, effective and efficient centralized otc administration model to support the products business.- establish relationships with key stakeholders in the business.- work closely with all relevant departments including sales, logistics, operations and supply chain to ensure standard, effective and efficient processes.- work within guidelines of global policies and processes, utilization of a coe and local office support model to maximize productivity.- coach functional players to the organization requirements and provide leadership about critical tasks and potential areas of opportunity- leading and managing a team of 30+ csr (and 4+ direct reports - team leaders)- supporting the staffing process of the team.- setting and achieving customer service department goals and results and ensuring adherence to organizational procedures, policies, and systems.- driving the gcc transformation by adhering to the honeywell policies, digitalization and standardization initiativesassigning and directing the workflow to ensure excellent service is delivered through appropriate staff planning and scheduling.- establishing and maintaining quality and quantity standards by developing and ensuring compliance with all customer service and process standards through reviews, observation audits and reports.- providing direct and timely feedback to all staff on the results to ensure smooth two-way interfaces.- analysis of statistics & other data to determine the level of customer service provided and providing reporting of key performance indicators.- perform any other reasonable tasks aimed at improving quality and service delivery within the company.- responsible for all aspects of the day to day, tactical & strategic operations of the site.- directing all aspects of administration and productivity.- ensuring all employees have a safe work environment.- involvement in & support of erp cp/s deployment and enhancements.*we value*:- bachelor's degree (or equivalent experience) in a related discipline plus 4 to 7 years directly related experience, 3 years of which must have been in responsible leadership position.- leadership experience and team building skills.- solid and clear communication skill at all levels in spanish and english.*we value*- experience in a multi-disciplinary team.- experience in reviewing and redesigning of processes.- good understanding and operational experience to drive a one-honeywell approach.- ability to create a work environment which encourages & recognizes individuals, developing high performing teams through leadership & example.- advanced level of verbal and written communication skills, conflict resolution abilities and group facilitation skills.- ability to focus on delivery of an excellent customer support and service whilst workingunder diverse pressures.- ability to interact with a wide variety of customers (internal and external) at various levels and in various countries.- ability to prioritize actions, mobilize and orchestrate resources to get things done timely and effectively.- ability to understand customer requirements and priorities to make the right business decisions.- sound judgment, problem solving & appropriate decisiveness.*additional information*:- * job id*:req*- * category*:customer experience- * location*:av.santa fe no 94,torre "a" piso 1,mexico city,ciudad de mexico,*,mexico- exempt