Service Center Team Lead

INTERNAL PERSONNEL APPLICATION ONLY

▪ Lead and motivate the Service Center team to achieve established goals, providing guidance and support in professional development.
▪ Guarantee task and resposibility balance between the team. Empower them, support their development and career path. Identify strengths and oportunities of all Service Center team and work on their improvements. Provide additional upskilling or learning opportunities for team members
▪ Maintain effective communication and follow-up with the Service Center team, internal and external clients, supervisors, stakeholders, Central team in USA.
▪ Identify team training needs and provide appropriate training programs to enhance skills and competencies necessary for Service Center success.▪ Report generation (Invoice status, FC vs Sales Tracking by Sales Channel, TOC, Fairshare when availability < demand, BKO)
▪ Report analysis, coordination and review (Invoice status, FC vs VTS Top 4 and Channels, BKO, OB, Stock, TOC, Credit, OB vs Stock crossover, Allocation US)
▪ KPI's tracking: Fill rate, FC accuracy, Additional inventory, Tire Age, TOC, % Direct Shipments, BKO.▪ Coordination/distribution of the Credit Notes and Refunds within the Service Center Analysts, monitoring the correct execution.
▪ Manage the development of different projects in the area, ensuring their compliance in a timely manner.
▪ Constant initiative to solve improvement areas with internal clients (Logistics, Demand Planning, Sales, Pricing, Credit and Marketing) and distributors with the aim of working efficiently.
▪ SLA control and continuously update of all customers and sales channels and guarantee the execution of those together with all other areas.▪ Identify the root cause of problems in the area, proposing efficient solutions or SLAs (Credit notes, rebills, order cancellations, non-assertive RDDs, price differences, etc). In this order, update and maintain the Procedure Manuals of Service Center
▪Maintain effective communication and follow-up with the Service Center team, internal and external clients, supervisors, stakeholders, Central team in USA.
▪ Constant review of the shipment plan from Texcoco, SLP and foreign plants, and alignment with the SLP team to coordinate dispatches and tire reassignment in warehouses in Mexico.
▪ Establish quality standards and control procedures to ensure all orders are processed accurately and meet customer requirements.
▪ Build strong relationships with customers, manage their expectations, and proactively resolve any issues or conflicts that may arise during the service process. Maximizes customer operational performance by providing help desk resources and technical advice. Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
▪ Create and continuously update of all customers and sales channel processes and guarantee that the whole team follows them in time and quality.
▪ Taking ownership of customers issues and following problems through to resolution. Setting a clear mission and deploying strategies focused towards that mission

• Bachelors degree
• 3 to 5 years 
• English advanced
• Key User Applicable SAP Module
• Functional Knowledge
• Client knowledge
• Customer centricity (I&E)
• Data-requirements gathering, validation and Analysis
• Technical Product Knowledge
• Invoice process
• Process Documentation
• Business Dynamics Knowledge
• Strategic planning and methods
• KPI Management
• Experience leading project teams, direct leadership of people
• Lead/ Coach a functional/ multifunctional project (up to 18 months)  

At Continental we are committed to building an inclusive and discrimination-free ecosystem in Mexico, these principles are rooted in our corporate philosophy and culture. Therefore, it is totally forbidden to request a pregnancy or HIV test as part of our selection processes.
 

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Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent and affordable solutions for vehicles, machines, traffic and transportation. In 2022, Continental generated sales of €39.4 billion and currently employs around 200,000 people in 57 countries and markets.