Customer Service Supervisor – Business Systems & Process

About the role

This position leads a team of Business Systems & Process Specialists supporting Customer Service operations across LATAM. You will work closely with global teams in the US, Canada, Europe and APAC, ensuring seamless service delivery and continuous improvement.

Key responsibilities

• Manage 5‑6 direct reports, providing coaching, development and performance feedback.
• Oversee project initiatives that affect the team, shaping decisions early and ensuring alignment with business goals.
• Handle escalations and complex troubleshooting cases, stepping in operationally when needed.
• Maintain deep operational knowledge of SAP SD order entry and end‑to‑end order management.
• Participate in customer calls alongside specialists to stay connected to front‑line challenges.
• Ensure process quality, consistency and adherence to standards, driving continuous improvement.

Required profile

• Bachelor's degree in Business Administration, Industrial Engineering, Information Systems, Supply Chain or a related field.
• Fluent Spanish and advanced English; Portuguese is a plus.
• Proven people‑leadership experience with a caring management style focused on team development.
• Demonstrated ability to coach, develop and retain talent.

Required skills

• Strong user‑level knowledge of SAP SD (order entry and end‑to‑end order management).