SERVICE EXCELLENCE COORDINATOR

Description

Position Summary: Lead and implement continuous improvement initiatives at the Service Center to ensure operational efficiency and customer satisfaction in Order Taking. Key Highlights: 1. Lead continuous improvement and operational efficiency initiatives. 2. Implement customer service methodologies and operational strategies. 3. Analyze processes to identify improvements and meet customer needs. **Job Description** ------------------------- Lead and implement continuous improvement initiatives at the Service Center, based on the comprehensive Service Excellence model and the Customer Experience strategy defined by Customer Experience Management, to ensure operational efficiency and customer satisfaction in Order Taking. **Key Responsibilities** --------------------------------- 1\. Analyze the overall Order Taking process across different product lines (Concrete, Cement, MPs, Bulk, Additives, Aggregates, etc.), identifying and managing efficiency projects and initiatives to improve customer satisfaction. 2\. Implement customer service methodologies in continuous improvement projects. 3\. Analyze data to prepare strategic reports for management on efficiency projects. 4\. Develop operational and service strategies jointly with Teleperformance / Planning and Dispatch to implement solutions that balance productivity and service. **Key Challenges** -------------------- * Implementation of strategies. * Identification of improvement opportunities in internal processes and customer service, offering solutions or proposals. * Internal process changes. **Required Skills and Knowledge** ------------------------------------------ Education: * Bachelor's degree. Experience: * +1 year of experience in customer service. * +1 year of experience in service and productivity efficiency projects. * +1 year of experience implementing any customer service or quality methodology. * Motivational customer service courses/certifications. Required knowledge: Competencies: * Customer focus * Proactivity * Drive to achieve results * Timely decision-making * Analytical ability * Service-oriented attitude **Relationships** -------------- Internal: * Customer Experience Director * Regional Directors * Human Resources Advisors * Order Taking and PYD Supervisors External: * ACM and Teleperformance Staff * CEMEX Customers **Diversity and Inclusion at CEMEX** ----------------------------------- At CEMEX, we recognize the diversity of the world in which we live and conduct business. We respect diversity, promote inclusion, and prohibit discrimination against any talented individual, regardless of gender, physical ability, age, sexual orientation, culture, ethnic origin, religion, political affiliation, marital status, pregnancy/maternity/paternity, or nationality. We foster an equitable culture to build a sustainable business and support the well-being and development of CEMEX employees.