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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer care operations across Latin America, focusing on team development, performance management, and continuous improvement initiatives. Proficient in managing customer escalations, operational metrics, and strategic planning to enhance customer experience and drive organizational growth.
Highest-signal resume keywords
Customer Care LeadershipPerformance ManagementBilingual Communication (English and Spanish)Continuous Improvement MethodologiesCross-Functional Collaboration
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Performance MetricsOrder ManagementTalent AcquisitionSuccession PlanningProcess OptimizationCustomer Experience ImprovementBudget PlanningResource PlanningIssue ResolutionSales Support
Soft Skills
Team DevelopmentCoachingEngagementAnalytical ThinkingDecision Making
Industry Keywords
Customer ServiceCommercial OperationsQuote to CashSupply ChainManufacturingTechnical EnvironmentIndustrial AutomationStrategic PlanningChange ManagementOperational Effectiveness
About the role
Key responsibilities & impact- Lead the day-to-day operations of Customer Care MRO and related support activities for one or more entities across Latin America
- Lead, coach, develop, and engage a high-performing Customer Care team
- Support talent acquisition, onboarding, performance management, succession planning, and employee development initiatives
- Oversee pre-sales and post-sales activities, including quotations, order management, purchasing support, customer communication, and issue resolution
- Manage and resolve customer escalations
- Champion continuous improvement initiatives to enhance quality, productivity, operational effectiveness, and customer experience
- Monitor, develop, and evaluate key performance indicators
- Collaborate with regional leadership, Business Units, Sales teams, and Quote to Cash functions
- Support strategies that strengthen customer loyalty and enable regional growth
- Participate in departmental budget planning and management
- Develop workforce and resource plans
- Improve on-time delivery performance and operational efficiency with cross-functional teams
- Identify training opportunities and coordinate development programs
- Contribute to departmental and organizational strategic planning
- Support regional bookings and sales goals
- Perform other responsibilities as assigned
Requirements
What you’ll need- Bachelor's degree in Business, Engineering, or a related field, or equivalent combination of education and relevant professional experience
- 8 years of experience in Customer Service
- 8 years of experience leading and developing teams within customer service, customer care, inside sales, commercial operations, or related environments
- Demonstrated ability to lead people, manage priorities, and drive performance in a customer-focused organization
- Experience collaborating with cross-functional stakeholders to achieve operational and business objectives
- Strong communication skills with the ability to engage effectively with diverse audiences and organizational levels
- Ability to analyze information, navigate complex situations, and make sound business decisions
- Experience defining, tracking, and improving operational performance metrics
- Professional fluency in English and Spanish, both written and verbal
- Experience in a technical, industrial, manufacturing, engineering, automation, or related environment
- Experience leading regional or multi-country customer care, customer service, or commercial support operations
- Knowledge of continuous improvement methodologies and process optimization practices
- Experience supporting Quote to Cash, order management, supply chain, or commercial operations processes
- Demonstrated success implementing initiatives that improve customer experience, productivity, and operational performance
- Experience contributing to strategic planning, organizational growth initiatives, and change management efforts
Benefits
Comp & perks- Competitive benefits plans
- Variety of medical insurance plans
- Employee Assistance Program
- Employee resource groups
- Recognition programs
- Flexible time off plans
- Vacation and holiday leave
- Ongoing career development
- Mentorship, training, and leadership opportunities