Эта вакансия в архиве
Посмотреть похожие вакансии ↓7 дней назад
Customer Services & Collections Manager (Finance)
Описание вакансии
Текст:
TL;DR
Customer Services & Collections Manager (Finance): Leading customer service strategy, contact-center performance, and past-due account collection at Caterpillar’s Santa Catarina operation with an accent on service quality, workforce planning, customer retention, and cross-functional resolution. Focus on managing escalations, analyzing service metrics, improving CRM and contact-center processes, and coordinating unpaid-account resolution with legal and remarketing teams.
Location: Corporativo Vía Cordillera, Santa Catarina, Nuevo León, Mexico; onsite five days per week
Company
develops equipment and solutions that support customers and sustainable communities worldwide.
What you will do
- Define and execute customer service strategies that improve efficiency, responsiveness, satisfaction, and retention.
- Lead, coach, and develop customer service teams through performance monitoring, feedback, and accountability.
- Manage complex customer inquiries, escalations, conflicts, and service issues through timely resolution.
- Oversee workload planning, forecasting, resource allocation, and real-time contact management.
- Analyze service metrics, customer feedback, CRM usage, and trends to identify corrective actions and process improvements.
- Lead the collection of past-due accounts, coordinating resolution with legal and remarketing teams.
Requirements
- Bachelor’s degree in Finance, Business Administration, or a related field.
- Fluent English required.
- Experience with customer service management, service-level performance, escalations, and customer retention.
- Ability to coach teams, manage conflicts, communicate with stakeholders, and solve complex service problems.
- Knowledge of workforce planning, call-center operations, CRM tools, and contact-center technologies such as VOIP, CTI, and ACD.
- Must work onsite five days per week in Santa Catarina, Nuevo León, Mexico.
Culture & Benefits
- Work with cross-functional operations, sales, legal, and remarketing teams.
- Focus on continuous improvement, technology adoption, service quality, and operational effectiveness.
- Visa sponsorship is not available for foreign candidates.
- Domestic relocation assistance is not available.