Customer Service Manager

About the role

The Customer Service Manager will lead and coordinate customer service and outbound logistics for South America, directly influencing key performance indicators such as on‑time‑in‑full (OTIF), customer satisfaction and cost efficiency. This role serves as the primary interface for non‑commercial customer issues and ensures seamless execution of dispatch and service processes across multiple internal teams.

Key responsibilities

• Lead the Customer Service and Outbound Logistics functions, driving customer excellence across the region.
• Act as the main reference point for customers on non‑commercial matters, ensuring correct implementation of Log.Os–Customer Excellence processes.
• Own the accuracy and timeliness of customer and distributor data, including sales, POS, inventory, vehicle, and performance metrics.
• Develop and maintain procedures that improve workflow and efficiency of the Customer Supply Chain team.
• Coordinate requirements with Commercial, 3PL/Sources, Transportation, and Planning teams to ensure compliance with internal controls.
• Monitor financial KPIs such as cost‑efficiency, write‑offs, and supply‑chain losses.

Required profile

• Strong numeracy and analytical abilities.
• Excellent computer proficiency, especially with Excel and PowerPoint.
• Team‑oriented with strong organizational and planning skills.
• High attention to detail, effective communication, and a sense of urgency.
• Problem‑solving mindset and willingness to work extended hours when needed.
• Fluent in Spanish and English.

Required skills

• SAP OTC
• EDI
• Comercionet
• Salesforce
• Tableau (BI)
• Excel
• PowerPoint
• Power BI