Overview:
CAREERS TO SMILE ABOUT
At PepsiCo, you’ll discover a place where our mission is to create smiles around the world. With a portfolio of more than 500 beloved brands including, Gatorade, Lay’s and Quaker, our work touches millions of people every day.
At the heart of the company is a team of thinkers, creators, and problem-solvers who collaborate to innovate and turn ideas into action. Driven by innovation and a focus on creating joyful moments through food and drinks, our decisions are guided by consumer centricity, creating opportunities for our associates to do meaningful work and make a lasting impact in the communities we serve.
Whatever your role, you’ll be part of a global community that values your ideas and empowers you to make an impact, on your career and on the world around you.
The Opportunity
Your Impact
As LATAM Customer Service Lead the role will be accountable for supporting the LATAM Customer Service Leaders in the execution of Customer ordering processes across multiple teams and business units.
Responsibilities:
As Latam Customer Support Lead your scope would consist of
-
Ensure the Customer Service function continually optimizes staffing, schedules and activities that enable timely and seamless order processing across the entire Supply Chain.
-
Develop & deploy strategy & execution of premium service for LATAM aligning with other sector leads for people, processes and new technology to provide an enhanced, Proactive service model - Accountable
-
Lead the team responsible to drive end-to-end processing of customer orders & case management & new digital technology including AI in line with the premium + service offering – Accountable
-
Hire, Mentor and develop LATAM team committed to delivering exceptional Premium service - ResponsibleDefine and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Work with CS Excellence lead to develop a continuous improvement culture with diligent root cause analysis. - Responsible
-
Quickly engage with business units to identify, interpret, and set mitigation plans in place to ensure sales deliveries to all Premium customers.
-
Respond to marketplace demands through an in-depth understanding of order processing practices and complex system technology.
-
Initiate innovation and development of new analytics and business processes to improve service levels and drive efficiency.
-
Identify areas for improvement and close efficiency gaps regarding customer service and order processing.
-
Ensure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team.
-
Develop team talent and capability build and ensure succession plans are in place
Qualifications:
Who Are We Looking For?
-
Bachelor’s Degree in Business/Operations Management, Engineering or applicable degree required. MBA preferred
-
10+ years of experience in customer service or operations, including 5+ in a senior leadership with people management role.English Fluency both written and verbal required, Spanish would
be an asset
-
Experience in multinational companies
-
Strong analytical skills and experience with service metrics, reporting, and performance management
-
Experience with CRM, contact center platforms, and digital service solutions
-
Deep understanding of customer support metrics, executive communications, and cross- functional collaboration.
If this is an opportunity that interests you, we encourage you to apply even if you do not meet 100% of the requirements.
What can you expect from us:
-
Opportunities to learn and develop every day through a wide range of programs.
- Internal digital platforms that promote self-learning.
- Development programs according to Leadership skills.
- Specialized training according to the role.
- Learning experiences with internal and external providers.
- We love to celebrate success, which is why we have recognition programs for seniority, behavior, leadership, moments of life, among others.
- Financial wellness programs that will help you reach your goals in all stages of life.
- A flexibility program that will allow you to balance your personal and work life, adapting your working day to your lifestyle.
-
And because your family is also important to us, they can also enjoy benefits such as our Wellness Line, thousands of Agreements and Discounts, Scholarship programs for your children, Aid Plans for different moments of life, among others.
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We respect and value diversity as a work force and innovation for the organization.
PepsiCoMéxicoEnsure support and engagement with CSRs and CSR managers while working with a potentially remote, virtual team. Specialized training according to the role.…24h