Date:  Apr 18, 2024
Location: 

Mexico City, MX

Job Type:  Long-term/regular

 

At Guerbet, we build lasting relationships so that to enable people to live better. This is Our Purpose.

 

We are a global leader in medical imaging, offering an extensive portfolio of pharmaceuticals, medical devices, digital and AI solutions, for diagnostic and interventional imaging. As a pioneer in the field of contrast products since the last 95 years ,we continuously innovate. We dedicate 10% of our revenue to Research & Development such as to improve the diagnosis, prognosis and quality of life of patients.

 

Achieve, Cooperate, Care and Innovate are the values ​​that we share and practice on a daily basis.

 

Working at Guerbet is not only being part of a multicultural team of 2,600 people across more than 20 countries, but, it is above all about playing a unique role in the future of medical imaging.

 

For more information on Guerbet, go to www.guerbet.com and follow Guerbet on Linkedin, Twitter, Instagram and Youtube

 

SUMMARY OF THE ROLE

The individual selected for the LatAm Customer Service Supervisor position needs to have the ability to motivate and manage a team and work with a sense of urgency in providing excellent service to our clients and customers. Oversee the daily operation of the customer service department, while timely communicating with internal and external customers. Must have a good data analytics background to assess the department progress and performance, determine objectives and KPI’s for the customer service team. Responsible for managing the LatAm order operations for 4 direct markets, Chile, Colombia, Mexico and Panama, and several indirect distributor markets throughout the region. 

 

YOUR ROLE

  • Manage, guide, coach, and motivate the LatAm Customer Service Team

  • Team's escalation-point for problem resolution and decision making

  • Setting goals for customer service team members and helping them achieve those goals

  • Ensuring compliance with regulations, policies, and procedures by regularly auditing the team's work

  • Actively promoting and managing the continuous improvement of customer service standards

  • Collaborate with other departments to ensure shipments are handled in the most efficient, economic, and compliant way possible

  • Assisting in problem-solving and root-cause analysis regarding the LatAm Distribution Centers and Customer Service issues

  • Interacting with customers and handling customers queries and complaints in a timely fashion

  • Leading and/or participating in Supply Chain process improvement related projects

  • Aligning short- and long-term priorities with sales and supply chain/warehouses to ensure order execution and goal achievement

  • Reviewing, approving, and/or processing corrective transactions, credits and returns.

  • Creating and maintaining weekly and monthly reports for internal and external communications, such as KPI’s, customer satisfaction surveys, etc.

  • Other duties and responsibilities as determined by Guerbet, from time to time, in its sole discretion.

 

YOUR BACKGROUND

  • Minimum 5 years' experience in customer relationship and service level management

  • Bachelor's degree in Supply Chain or related field

  • Excellent interpersonal skills and communication skills; ability to effectively communicate with all levels of the organization

  • Ability to work in a fast-paced environment with complex business scenarios

  • Detail oriented with strong problem-solving skills

  •  individual must be self-motivated, adaptive to changes and results oriented.

  • Ability to build strong cross-departmental business relationships

  • Ability to develop and maintain relationships with people from different cultures and backgrounds

  • Must be service oriented, culturally sensitive, have a leading personality, and be able and willing to handle high stress situations

  • Ability to travel <10%

  • Required – Bi-Lingual (Spanish/English) – written and oral language skills required. Demonstrated excellence in written and oral communication.

  • Must possess strong interpersonal, analytical, and organizational skills.

  • Must have a demonstrated ability to work on projects with minimal supervision

  • Must be able to speak with consumers about the usage of all Guerbet products.

  • Must be able to work and maintain multiple projects at one time.

  • Working knowledge of Microsoft Word, Excel, and Power Point.

  • JDE experience preferable

  • SAP experience (is a plus)

We offer continued personal development. When you join Guerbet, you :

  • Are choosing a global leader with recognized expertise in diagnostic and interventional imaging, 

  • Are joining our 2820 collaborators who are committed every day to offering innovative solutions to improve quality of patient’s life all over the world,

  • Are joining a company where we value diversity of talents coming from various horizon.

 

We # Innovate # Cooperate # Care #Achieve at Guerbet. 

 

Guerbet is an Equal Opportunity Employer. As an organization, we believe that no individual should be discriminated against because of their differences, which includes the following: age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law. Guerbet is committed to diversity, equity, and inclusion.

 

Guerbet provides accommodations to applicants and employees with disabilities. If you need an accommodation to apply for a position please send an email to careers@guerbet.com or you can also call this number +19843443717