Customer Service & Order Management Lead

Location: Tultitlán de Mariano Escobedo

A leading consumer goods manufacturing company is seeking a  Customer Service & Order Management Lead

What are we looking for?
We are looking for our next Customer Service & Order Management Lead to oversee the end-to-end order fulfillment process while serving as the voice of the customer within supply chain operations.
This role is responsible for ensuring flawless order execution, driving operational excellence, improving customer satisfaction, and leading continuous improvement initiatives across order management, logistics coordination, customer service, and process automation.
The ideal candidate combines strong analytical capabilities, customer-centric leadership, and operational expertise to identify opportunities, solve complex issues, and implement scalable solutions that support business growth and enhance the customer experience.

Key responsibilities
Order Management & Operational Excellence
Lead the end-to-end customer order management process, ensuring accurate and timely fulfillment from order receipt through final delivery.
Monitor and drive key service and operational performance indicators, including order cycle times, fill rates, on-time delivery, service levels, and sales plan execution.
Ensure pricing accuracy and timely system maintenance to prevent order processing delays, billing discrepancies, and customer disruptions.
Establish, standardize, and continuously improve scalable operating procedures to support current operations and future business growth.
Identify and implement process improvements that optimize logistics costs, increase operational efficiency, and enhance customer service performance.
Drive automation initiatives to reduce manual order processing and improve overall operational effectiveness.
Lead root cause analysis and corrective actions related to returns, service failures, and operational issues.
Customer Experience & Stakeholder Management
Serve as the primary liaison between customers, sales teams, supply chain functions, and operational leadership.
Provide proactive communication regarding order status, product availability, service disruptions, recovery plans, and risk mitigation actions.
Partner closely with Commercial, Supply Chain, and CPFR teams to ensure alignment on customer requirements and business priorities.
Lead customer service reviews and satisfaction assessments, translating customer feedback into actionable improvement plans.
Conduct customer visits to strengthen relationships, understand business needs, and identify value-creation opportunities.
Present service performance insights, trends, and recommendations to internal stakeholders and leadership teams.
Leadership & Continuous Improvement
Lead and develop a customer service team member while fostering a culture of accountability, collaboration, and continuous improvement.
Champion best practices, process standardization, and operational excellence initiatives across the organization.
Stay current on emerging technologies, automation tools, ERP capabilities, AI-driven solutions, and industry trends to improve customer service and order management performance.
Promote a strong safety culture through active leadership, coaching, communication, and compliance with company safety standards.
Ensure timely escalation of quality and food safety concerns in accordance with company procedures.

Qualifications & Experience
Bachelor's degree in Industrial Engineering, Business Administration, International Trade, Supply Chain Management, Logistics, or a related field.
5-7 years of progressive experience in Customer Service, Order Management, Customer Operations, or Supply Chain Customer Service roles.
Proven experience managing strategic retail, wholesale, and food service accounts.
Experience leading customer service transformation, process automation, or service excellence initiatives.
Strong understanding of S&OP processes, demand planning collaboration, and CPFR methodologies.
Experience working within fast-paced manufacturing, consumer goods, food, or distribution environments.
Demonstrated ability to lead cross-functional initiatives and influence stakeholders across multiple organizational levels.
Previous people leadership or team supervision experience preferred.
Advanced English proficiency (written and verbal).

Technical Skills
ERP systems and order management platforms.
Advanced Microsoft Excel and Power BI.
Data analysis and performance reporting.
Process improvement methodologies.
Customer service and logistics performance management.
Automation and digital transformation initiatives.

Leadership Competencies
Customer Centricity
Strategic Problem Solving
Operational Excellence
Influencing & Stakeholder Management
Continuous Improvement Mindset
Data-Driven Decision Making
Change Leadership
Communication & Executive Presence
Team Development & Coaching
Adaptability in Dynamic Environments

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