Customer Service Supervisor

Daimler Truck North America

. Lead, coach, and develop Customer Service and 0–15 Days Past Due teams .

Posted 10/9/2026full-timeCuajimalpa de Morelos • MexicoJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer service teams, optimizing operations, and implementing strategies to enhance customer experience while ensuring compliance with regulatory standards. Proven ability to analyze performance metrics, drive process improvements, and develop high-performing teams in a fast-paced environment.

Highest-signal resume keywords

Team LeadershipCustomer Experience OptimizationPerformance AnalysisProcess ImprovementRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data AnalysisPerformance ReportingProcess StreamliningQuality MonitoringCall HandlingDelinquency ResolutionTalent SelectionTraining DevelopmentAccount DocumentationStaffing Optimization

Soft Skills

Clear CommunicationProblem-SolvingMotivational LeadershipAdaptabilityAccountability

Tools & Technologies

Microsoft Office SuiteExcelPowerPointOutlookPower BI

Industry Keywords

Customer ServiceOperations ManagementPerformance MetricsService QualityEarly-Stage Delinquency

About the role

Key responsibilities & impact

Lead, coach, and develop Customer Service and 0–15 Days Past Due teams
Manage talent selection, onboarding, training, communication of expectations, quality monitoring, attendance, performance reviews, and accountability
Build agent capability in customer care, payment support, early-stage delinquency resolution, and effective call handling
Direct daily Customer Service and 0–15 Days Past Due operations to achieve service, quality, productivity, and early-stage delinquency targets
Monitor call volumes, service levels, wait times, abandonment, schedule adherence, contact rates, payment commitments, kept promises, and cure performance
Manage escalated customer issues, allocate workload, remove operational barriers, and ensure timely follow-up and accurate account documentation
Develop and execute strategies to improve customer experience and prevent accounts from progressing beyond 15 Days Past Due
Optimize staffing, scheduling, call routing, outbound campaigns, workflows, and account prioritization
Use customer feedback, quality results, and performance trends to identify root causes and implement process improvements
Ensure compliance with policies, procedures, regulatory requirements, quality standards, and approved customer treatment practices
Monitor control effectiveness, identify operational or delinquency risks, complete required reviews, and implement corrective actions
Prepare and validate daily, weekly, and monthly performance reporting
Escalate material customer, account, system, compliance, staffing, or performance issues
Deliver leadership updates on trends, root causes, risks, recovery plans, and outstanding decisions

Requirements

What you’ll need

2–4 years of experience in a supervisory or team-lead role within a fast-paced internal service or operations environment
Proven track record of meeting targets, streamlining processes, and developing high-performing teams
Microsoft Office Suite: Excel, PowerPoint, Outlook
Power BI (desirable)
Analysis and strategizing capabilities
Ability to motivate, mentor, and hold team members accountable while maintaining a supportive environment
Ability to interpret data, identify trends, and drive solutions based on metrics
Clear, concise communication with stakeholders at all levels
Strong problem-solving ability
Ability to balance competing priorities, adapt to change, and optimize team workload
English level: C1+
Bachelor's degree in business administration, Operations Management or a related field, or equivalent demonstrated experience

Benefits

Comp & perks

Diversity and inclusive corporate culture
Equal opportunities
Supportive environment for employees to show their full impact