LATAM Customer Service Manager

LATAM Customer Service Manager

The LATAM Customer Service Manager is responsible for overseeing Customer Service/Order Management team for Latin American Countries. As well, the Customer Service Manager is an enabler, for both performance and development, for the members of CS team.

This position has a high interaction with Sales Operations, Commercial, Planning, Logistics, Finance, Legal, Compliance & HR regional Directors, as well with global peers and suppliers.

Under and in accordance with all applicable government laws, regulations and ASP policies, procedures and guidelines, this position will:

1. Drive solution-oriented decisions,
2. Collaborate closely with cross-functional departments to ensure orders are processed accurately and efficiently.
3. Contributes to the company's overall customer service/order management strategy to help ensure we have a seamless and efficient quote-to-cash process and exceptional customer experience.
4. Oversee the hiring, orienting, training and development of customer service staff to ensure a capable workforce to support remotely ASP customers.
5. Set and maintain meaningful customer satisfaction metrics with overall business goals in mind.
6. Develop, implement, and maintain customer service policies, procedures, and regulations necessary for ensuring a satisfied customer base and compliance.
7. Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs
8. Ensure timely follow up / resolution of outstanding issues and point of escalation.
9. Supports internal and external audits as needed.
10. Ensure on-time response to customer needs.
11. Manage direct contact to customers to clarify order-related questions
12. Management and continuous improvement of reporting tools and review processes.
13. Work with CRM (Salesforce.com) system to manage order queue and capture customer-related actions.
14. Work with SAP system to manage order queue and capture customer-related actions.
15. Responsible for the e-Invoicing systems & process (excl. Brazil)
16. Ensure accurate update of systems and databases.
17. Manage Suppliers for Customer Service Team for LATAM
18. Responsible for communicating business related issues or opportunities to next management level.
19. Performs other duties assigned as needed.

Years of Related Experience:

•Must have 8+ years of experience leading regional Customer Service, Order Management or other Sales Operations roles in Medical/Life Science industry.

Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations:

• SAP 4 HANNA hands-on experience both S4P and S4Q.
• Deep e-Invoice knowledge for Mexico, Puerto Rico, Panama, Colombia, Ecuador, Argentina and Chile.
• Strong analytical and structured mindset.
• Strong Project Management knowledge.
• Strong Excel proven capabilities.
• Hands on Experience on Continuous Improvement tools as: Standard Work, Daily Management, Problem Solving, Value Stream Mapping.
• Knowledge of Customer Relationship Management tools, Salesforce.com is preferred.
• Fluency in Spanish and English is a must, Brazilian Portuguese skills are a strong asset.
• Proven track of developing the team members under their management.
• SOX Compliance knowledge from an OTC perspective.
• Knowledgeable of Quality and Regulatory Basics on Medical Devices Distribution.
• Knowledgeable on Government Contracts fulfillment for Medical Devices/Life Science /Pharma industry.

Fortive Corporation Overview:

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 17,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Advanced Sterilization Products:

ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP's mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP's products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.

We Are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@fortive.com.

Bonus or Equity: This position is also eligible for bonus as part of the total compensation package.