Customer Service and Admin (CS&A) Team Lead

HR Partner

Product Designer, Salesforce Field Service Management

Job Description: <ul><li>The Customer Service and Admin (CS&amp;A) Team Lead is responsible for the Customer Service and Admin Organization in the Frontline comprising of the Customer Service (callouts, inbound queries and outbound surveys and core 3 nurturing), Customer Service Admin and Workplace teams.</li><li>CS&amp;A Team Lead actively drives customer centricity in the entire organization, develops the CS&amp;A team and ensures operational excellence in the CS&amp;A teams.</li></ul>&nbsp;Responsibilities: <ul><li>Lead, manages, evaluates, and develops Customer Service and Admin Organization to ensure that the organization’s customer service and administration strategy is implemented effectively, consistently, and according to the established guidelines and budgets</li><li>Assures that daily work performed follows generally stated objectives as well as cost-effectiveness and competitiveness and is completed with quality, on time and within budget.</li><li>Manages general communication and collaboration with FL representatives (e.g. Maintenance Operations Excellence Manager, Offering and Sales Development Managers) and with Shared Service Centers (SSC)</li><li>Distributes tasks and levels the daily workload, if needed</li><li>Manages directly special requests from the FL or helps Customer Service and Admin Organization workforce to answer</li><li>Coaches and drives competence development in the team and makes sure there is a career path for all team members</li><li>Drives Behavior to represent as one team towards the customer</li><li>Uses Customer Service data to bring forward ideas to improve customer experience</li><li>Balances between operational and long-term developments</li><li>Manages FL CS&amp;A operations</li><li>Responsible for managing the customer service and administration activities within budget</li><li>Ensure processes are followed according to defined global processes</li><li>Responsible to implement and ensure proper working of new tools / processes / systems</li><li>Responsible to meet KPI targets</li><li>Create a friendly and desirable working environment to minimize turnover rate</li><li>Responsible to ensure that customers’ and internal queries and complaints are promptly replied and followed up</li></ul>&nbsp;Requirements: <ul><li>University degree in commercial or technical sciences or similar through experience</li><li>Good spoken and written English and local languages</li><li>Basic skills with MS Office tools and applications</li><li>Preferably at least 2 years of experience on leadership</li><li>People Management skills</li><li>Leadership experience</li><li>Solid communication skills (written + spoken)</li><li>Previous work experience in customer service and administration and/or strong understanding of customer needs from a relevant industry</li><li>Experience: 3 to 5 years in customer service and admin team lead position, preferably with one company. From rank and file to leadership role.</li></ul>

Responsibilities: <ul><li>Responsible for generating alternative solutions for absenteeism and turnover.</li><li>Responsible for keeping track of absences to assess the causes and propose solutions.</li><li>Support for severance pay and claims.</li><li>Responsible for giving induction courses to new employees in relation to human resources during their schedule if required.</li><li>Support in internal events.</li><li>Responsible for resolving employee complaints and suggestions regarding services corresponding to human resources.</li><li>Support in solving payroll queries.</li><li>Responsible for applying internal satisfaction surveys.</li><li>Apply internal rules and regulations.</li><li>Prevent and resolve conflicts in individual and collective labor relations.</li><li>Responsible for applying disciplinary sanctions to employees.</li><li>Update HC and attend PIM meetings corresponding to their assigned area.</li><li>Responsible for maintaining a good relationship with the companys union representatives to negotiate and reach agreements</li><li>Responsible for administration and delivery of credentials.</li><li>Follow-up and delivery of contract renewals.</li><li>Responsible for locker management.</li><li>Responsible for direct staff termination files and order of active direct labor staff files.</li><li>Overtime management: Identify weekly hours worked in accordance with the Law.</li><li>Responsible for applying and monitoring NOM 035.</li><li>Carries out actions to reduce environmental impact, as well as activities to comply with the ISO14001 standard.</li><li>Authority to stop a process in which there is a possibility of damaging the environment or/a.nd which is outside of environmental legal compliance.</li></ul> Requirements: <ul><li>At least 2 years of experience in manufacturing environment.</li><li>At least 2 years of experience in HR Roles with main focus on Labor Relations.</li><li>Bacherlor’s degree in Administration, Human Resources, Psychology, related.</li><li>Understanding about HR process.</li><li>General knowledge in Microsoft Package.</li><li>High desirable experience using TRESS.</li><li>English Communications skills high desirable.</li><li>Excellent communication and social skills.</li></ul>

Responsibilities: <ul><li>Conduct user interviews, surveys, and usability testing to understand the pain points of field service workers, dispatchers, and managers.</li><li>Collaborate with customer support teams to gather feedback and pain points directly from the end-users.</li><li>Analyze market trends and competitors to ensure that Salesforce FSM is competitive and meets the needs of various industries.</li><li>Develop user personas, user journeys, and detailed workflows based on research and business requirements.</li><li>Define and document design specifications, including wireframes, prototypes, and high-fidelity mockups.</li><li>Work closely with product managers and engineers to align the design vision with technical and business constraints.</li></ul> Requirements: <ul><li>M.Sc. degree or equivalent</li><li>Expertise and hands on experience in Salesforce Field Service Lightning and Service Cloud products and their implementation</li><li>Expertise and hands on experience in custom mobile architectures</li><li>Good knowledge of handling &amp; simplifying Salesforce data integration designs with backend systems like SAP, IoT etc.</li><li>Salesforce App Builder and Developer certification(s). Other Salesforce certification(s) are an added advantage</li><li>Salesforce Platform Experience :A strong understanding of Salesforce core features, data models, security settings, and integration capabilities is necessary.</li><li>Strong technical and functional proficiency in Salesforce administrative tasks</li><li>Data Standards &amp; Modelling: A good understanding of Salesforce data models is essential for success in this role.</li><li>Declarative Development: Proficiency with Salesforce declarative tools such as Process Builder, Flows, and Validation Rules is a strong asset.</li><li>Custom Development Knowledge: Familiarity with Salesforce development frameworks like Apex, Lightning Web Components (LWC), and Visualforce will provide an advantage.</li><li>Integration &amp; APIs: Experience with Salesforce integration methods (REST/SOAP APIs) and familiarity with middleware solutions is a plus&nbsp;</li><li>Salesforce Field Service Expertise: This is a desirable skill but not mandatory. On-the-job learning will be supported.</li></ul> Certifications (Preferred): <ul><li>Salesforce Certified Administrator: Validates the ability to configure and manage the Salesforce platform.</li><li>Salesforce Certified Platform App Builder: Demonstrates proficiency in declarative development and application design.</li><li>Salesforce Certified Platform Developer: For candidates with custom development experience in Apex, LWC, and Visualforce.</li><li>Salesforce Certified Field Service Consultant: Demonstrates expertise in designing and implementing Salesforce Field Service solutions.</li></ul>

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Customer Service and Admin (CS&A) Team Lead

HR Partner

Product Designer, Salesforce Field Service Management

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Customer Service and Admin (CS&A) Team Lead

HR Partner

Product Designer, Salesforce Field Service Management

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