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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing Customer Service operations, driving transformation initiatives, and delivering commercial impact while ensuring high service quality and efficiency. Proficient in analyzing performance metrics and providing actionable insights to enhance customer experience and operational effectiveness.
Highest-signal resume keywords
Customer Service ManagementLeadership SkillsData AnalyticsCRM PlatformsFinancial Acumen
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Performance MetricsProcess ImprovementData InterpretationCost ControlRevenue Generation
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsInterpersonal SkillsTeam Leadership
Tools & Technologies
Customer Service SoftwareCRM PlatformsData Analytics Tools
Certifications & Qualifications
Master’s Degree in BusinessMaster’s Degree in OperationsMaster’s Degree in Engineering
Industry Keywords
Customer ExperienceOccupational Health and SafetyP&L ManagementNPSCSAT
About the role
Key responsibilities & impact- Oversee and manage Customer Service operations within the market organization
- Design and execute the Customer Service market strategy
- Ensure seamless customer delivery from first contact through ordering, delivery, and after-sales support
- Own CRM across the website, contact center, chatbot, advisory service, and technicians
- Oversee resolution of complex customer issues and complaints
- Oversee daily operations, service quality, efficiency, and cost control
- Develop processes to prevent recurring issues and improve customer experience
- Monitor customer feedback, service levels, complaints, and performance metrics
- Improve tools, systems, and processes and evaluate insourcing versus outsourcing models
- Establish and optimize after-sales intervention processes
- Champion occupational health and safety laws, practices, policies, and legal requirements
- Lead, mentor, and develop the Customer Service team
- Develop performance improvement plans for Customer Service staff
- Collaborate with sales, marketing, global Operational Excellence, and SWE Customer Service teams
- Provide customer insights and recommendations to senior management
- Lead transformation initiatives and manage change processes
- Align budget planning with strategic priorities
- Identify revenue-generation opportunities and manage the Customer Service department P&L
- Drive performance against targets and KPIs, including NPS, CSAT, and first-time fix
Requirements
What you’ll need- Strong track record in building teams, driving transformation, and delivering commercial impact
- Strong leadership skills and ability to lead a high-performing Customer Service team
- Solid financial acumen with experience managing costs and performance metrics
- Strong analytical and problem-solving skills
- Ability to interpret complex data and provide actionable insights
- Excellent communication and interpersonal skills
- Ability to present information to senior stakeholders, including the board of directors
- Excellent communication skills in Spanish and English
- Proficiency in Portuguese would be a plus
- Proficiency in customer service software and tools
- Experience with data analytics and CRM platforms
- Comfortable working in a multicultural, cross-functional environment
- Master’s degree in Business, Operations, Engineering, or a related field
Benefits
Comp & perks- Opportunity to grow and shape your own career
- Opportunities to be part of a company leading the market in sustainable indoor living
- Diverse, inclusive, and feedback-driven workplace
- Professional development and leadership development support
- Equal employment opportunities
- Confidential handling of inquiries
- International, multicultural work environment