CUSTOMER SERVICE SPECIALIST II

Job Overview :

Ensures that customer issues and concerns are answered efficiently and effectively.

Roles & Responsibility:

•Lead the customer service strategy for global or regional automotive accounts.
•Manage relationships with important customers and keep them satisfied long-term.
•Handle serious or high-impact issues that affect multiple regions and solve them quickly.
•Set and maintain service standards and targets for all teams.
•Guide and support regional service managers in their work.
•Make sure customers get clear and timely updates, especially during problems or changes.
•Oversee large-scale order processing to make sure it’s accurate and consistent everywhere.
•Improve delivery performance, reduce costs, and keep service quality high.
•Act as the main link between customer service, manufacturing, supply chain, sales, and leadership.
•Use service data to spot trends, predict issues, and fix problems before they grow.
•Speak for the customers’ needs in company meetings and planning.
•Lead projects that bring in automation, new tools, or better ways of working.
•Keep track of global orders and make sure deliveries happen on time.
•Meet with senior contacts at customer companies to review performance.
•Follow all trade, export, and company rules.
•If Spanish-speaking – Communicate and solve issues with customers in both English and Spanish

QUALIFICATIONS / EXPERIENCE:

•Any Bachelor’s/ Business degrees or equivalent experience 
•7+ years of experience in order management.
•Supply chain experience.  

SKILLS AND COMPETNCES:

•Lead global customer service operations for the Order-to-Cash process across multiple regions.
•Define and execute long-term customer service strategies aligned with business growth.
•Drive customer experience improvements using CSAT/NPS data and voice-of-customer insights.
•Oversee executive-level relationships with top-tier automotive customers.
•Manage resolution of high-impact global escalations with cross-functional leadership.
•Develop and enforce global service standards, policies, and best practices.
•Use advanced analytics to forecast service demand and identify process gaps.
•Ensure global compliance with trade regulations, quality standards, and contractual agreements.
•Mentor and coach senior regional service leaders for succession readiness.
•Benchmark industry best practices to maintain competitive advantage in service delivery.
•Negotiate and manage complex, high-value service agreements (SLAs).
•Proactively identify and mitigate service risks at a global scale.
•Represent the customer service function in corporate strategy and decision-making forums.
•Fluent in Spanish and English – capable of leading service operations, negotiations, and customer engagement in both languages.
•Act as the voice of the customer in shaping global service policies and processes.

Competencies