Customer Service Manager

Customer Service And Collection Manager

Location(s): Ciudad de México, México

Application Deadline: September 12, 2025

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians, and other professionals. Every day, around the globe, our imprints, books, journals, platforms, and technology solutions reach millions of people. For over 180 years, our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood, and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.

About the Brand

Macmillan Education provides world-class content in the most relevant, engaging, and flexible formats to support students, teachers, and institutions in lifelong learning.

Objective of the Position

The Customer Service and Collection Management will be led by a leader who supervises both departments, using the SAP system to ensure customer satisfaction and company liquidity through efficient management of credit, payments, and debt collection.

Main Functions and Responsibilities

• Assignment of credit portfolios
• Analysis of financial metrics
• Implementation of overdue collection strategies
• Team Management: Lead and develop the customer service and collection team, assigning portfolios and ensuring compliance with objectives and quality standards.
• Credit Management: Oversee the credit investigation process to grant credit, analyze and authorize credit limits, and supervise the traceability of accounts.
• Collection Process: Manage the recovery of overdue accounts, negotiate payment agreements, resolve discrepancies, ensure timely collection of debts, and ensure compliance with the company’s KPIs.
• Customer Service: Resolve customer queries, complaints, and complex issues, ensuring high-quality service and improving customer satisfaction and loyalty.
• Use of SAP: Manage and leverage SAP functionalities for customer management, accounts receivable, billing, analysis of metrics, and financial reports.
• Analysis and metrics: Monitor and analyze key metrics (such as ARPU, staff turnover, FCR) and develop strategies to increase revenue, retain customers, and reduce delinquency.
• Financial reports and regulatory compliance: Generate financial reports for senior management, ensure compliance with regulations and internal policies, and participate in the preparation of accounts receivable budgets. Management of internal and external audits.

Experience, Skills, and Knowledge

• Education: Bachelor's degree in Business Administration, Economics, Finance, Accounting, or a related field.
• Previous management experience of at least 7 years in customer service and collection in global companies.
• Extensive knowledge of the SAP system and its modules, especially FI (Finance) and SD (Sales and Distribution).
• Languages: English B2-C1 (Advanced) required.
• Leadership, teamwork, negotiation, effective communication, and ability to make decisions under pressure.
• Required skills in data analysis, problem-solving, and a results-oriented approach.
• Related areas: Sales, Finance, Production, Logistics, Management.

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture, and develop the very best talent.

Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here.

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