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 strong leadership and coaching skills to develop high-performing Customer Service teams while optimizing operations and ensuring compliance with quality standards. Proficient in data analysis and strategic planning to enhance customer experience and streamline processes.

Highest-signal resume keywords

Leadership And Coaching SkillsCustomer Service ManagementData Analysis And InterpretationProcess Improvement StrategiesMicrosoft Office Suite

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service ManagementPerformance MonitoringProcess ImprovementData AnalysisStrategic PlanningQuality MonitoringAccount DocumentationPerformance ReportingEscalation ManagementOperational Efficiency

Soft Skills

Clear CommunicationProblem-SolvingAnalytical ThinkingAgilityTeam Leadership

Tools & Technologies

Microsoft Office SuitePower BI

Industry Keywords

Customer ExperienceComplianceOperational ManagementService LevelsPerformance Reviews

About the role

Key responsibilities & impact

Lead, coach, and develop Customer Service and 0–15 Days Past Due teams
Manage talent selection, onboarding, training, expectations, quality monitoring, attendance, performance reviews, and accountability
Direct daily Customer Service and 0–15 Days Past Due operations
Monitor 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 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 risks, complete reviews, and implement corrective actions
Prepare and validate daily, weekly, and monthly performance reporting
Escalate material customer, account, system, compliance, staffing, or performance issues
Provide impact assessments, recommended actions, owners, and timelines, and track escalations through resolution
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
Leadership and coaching skills
Analytical thinking and data interpretation
Clear, concise communication with stakeholders at all levels
Problem-solving ability
Agility and planning skills
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 and non-discrimination
Employee empowerment and encouragement to show impact