*position*:
customer support associate manager
principal accountabilities
- manage the department, overseeing and resolving a variety of receivable discrepancies and customer invoice disputes. Improve company cash flow by performing invoice dispute root cause analysis and facilitates customer product returns, minimizing bad debt write offs.
- manage customer service staff, including hiring, performance management, training and employee development. Respond to customer escalations and performance issues of the department.
- designing, implementing and improving credit issuance and billing creation processes. Participate in development of key measures and reports for management of service requests.
- track and report quality issues using reports from erp system, customer surveys, etc. including return, invoice disputes, shipping discrepancies, claim issues, freight issues and vendor issues.
Job complexity
- coordinates and supervises the daily activities of business or technical support or production team
- sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
- decisions are guided by policies, procedures and business plan; receives guidance and oversight from manager
- typically does not spend more than 20% of time performing the work supervised
- accountable for the results of medium-sized routine support or production operations teams
- solves problems based on practice and precedent
- trains team members and provides input to employee performance evaluations
experience / education
typically requires a 4 year degree and a minimum of 5 years of related experience; or an advanced degree without experience; or equivalent work experience.
*annual hiring range/hourly rate*:
$35,758.33 - $43,358.33 mxn monthly
*location*:
mx-jal-tlaquepaque, mexico (hpe guad office)
*time type*:
full time
*job category*:
business support