Customer Service Manager

About the role

The Customer Service Manager provides oversight for all Customer Service Center resources and leads Customer Service operations for the Brazilian market, with supervisors and analysts reporting directly to the role. The position reports to the LATAM Customer Solutions Head and sits in the Customer Management function.

Key responsibilities

• Oversee transactional processes such as order entry and returns/rejections management, and ensure consistent, compliant customer interactions.
• Monitor team efficiency against pre-defined performance metrics and manage a team of professionals, including talent attraction, development and retention.
• Set and track service-level objectives and KPIs such as customer satisfaction, order accuracy, response time, backlog and complaint resolution.
• Lead workforce planning, capacity management, scheduling and resource allocation to meet business demand.
• Own governance of complex escalations, ensuring timely root-cause analysis and corrective actions.
• Identify and implement process improvements, standardization, automation and digital solutions, and keep SOPs, escalation protocols and business continuity plans up to date.
• Ensure compliance with quality standards, regulatory requirements, internal controls, data privacy and audit expectations.
• Manage the operating budget, headcount, overtime and supplier or technology costs, and prepare performance reports and risk assessments for senior leadership.
• Translate customer insights and complaint trends into recommendations for Commercial, Supply Chain, Quality, Finance and other partners, and define team capability plans and succession pipelines.

Required profile

• Advanced Portuguese, Spanish and English.
• 10 years of relevant experience in Customer Service or correlated areas.
• Ability to make quick decisions, handle multiple sources of information and communicate well in writing and orally.

Required skills

• MS Office, SAP, CIC
• Standard office telephone, email and Outlook
• Preferred: CRM, customer support platforms and processes, process optimization, performance measurement, team management