Parts & Customer Support Coordinator - Cuautitlán/México

The Parts & Customer Support Coordinator is responsible for leading daily Parts and Call Center operations, ensuring high service levels, customer satisfaction, and operational efficiency.

This role drives team performance, manages key operational KPIs, supports dealer network needs, and promotes continuous improvement initiatives across the aftersales operation.

Working scheme: Onsite - Cuautitlán/México.

Key Accountabilities

Operations Management

• Coordinate daily Call Center and Parts operations.
• Ensure timely resolution of inquiries, orders, claims, and escalations.
• Monitor service levels, productivity, and customer satisfaction KPIs.
• Oversee backorder follow-up and critical case management.

Team Leadership

• Lead, coach, and develop customer support and operational teams.
• Promote accountability, service excellence, and continuous improvement.
• Coordinate training activities for internal teams and dealer networks.

Performance & Continuous Improvement

• Track operational performance and SLA compliance.
• Identify process improvement opportunities through Kaizen methodologies.
• Drive initiatives to improve efficiency, service quality, and customer experience.

Stakeholder & Dealer Management

• Collaborate with Logistics, Operations, Customer Service, DSPM, FTS, and TMNA.
• Support dealer communications and operational review meetings.
• Develop proactive monthly communications for the dealer network.

Reporting & Analytics

• Prepare operational reports and executive presentations.
• Monitor analyst productivity and escalation effectiveness.
• Utilize data and reporting tools to support decision-making.
  

Candidate Profile

Experience & Capability

• Bachelor's degree in Business Administration, Industrial Engineering, Logistics, or related field.
• Previous experience in Operations, Call Center, Parts Management, or Customer Service.
• Proven leadership experience managing operational teams.
• Experience managing KPIs, customer satisfaction metrics, and SLA performance.
• Automotive industry experience preferred.

Technical Strength

• Advanced Microsoft Excel skills.
• Strong analytical and reporting capabilities.
• B2 English proficiency required.

Mindset & Behaviours

• Strong leadership and people management skills.
• Customer-focused with a strong sense of urgency.
• Excellent communication and stakeholder management abilities.
• Proactive, organized, and results-driven.
• Strong analytical and problem-solving mindset.

Why Join

This role offers the opportunity to lead a critical aftersales operation, directly impacting dealer and customer satisfaction while driving operational excellence. You will work cross-functionally with key stakeholders and contribute to the ongoing optimization of service and parts operations.

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