Customer Service Team Leader
DOW QUIMICA MEXICANA SA DE CV
·Responsible for North Latin-America Customer Service Center for Basic & Performance Chemicals, Wire & Cable, Elastomers and 7 Market Facing Business.
·Portfolio:396 customers located in 24 countries within the region. Sales by US$ 670,000.
·People Leadership: 13 direct reports. Responsibilities including performance management and compensation.
·As accountable for ensuring proper execution of work processes by team members and compliance of internal and external standards such as Sarbanes-Oxley and ISO 9000 for Customer Service, several steps were taken that result in Order Entry Accuracy by 92.51% and “green result with zero observations” in ISO’s audit.
·Pursuing operational excellence through performance improvements and work process measures, a new role was created (Work Process Coach) in 2008. First delivery of this initiative: 6 new members trained in a record period with a competitive and productive ability in the 4 key areas for the function: SAP knowledge, International Trade, Problem Solving Ability and Work Process Effectiveness; their Order Entry Accuracy was 98.36%.
·To institutionalize company and function’s values, new schemes to perform Customer Service Representative’s role are now in placed: Flexible Work Arrangements for two employees. Their Order Entry Accuracy remains in high level, 99.79% and 98%.