Regional Customer Service Manager LATAM

The Regional Customer Service Manager will be responsible for leading and developing the Customer Service organization across Latin America, ensuring the delivery of best-in-class customer support and operational excellence.

• Key responsibilities include:
• Lead regional Customer Service operations across multiple LATAM markets, ensuring high levels of customer satisfaction and service performance.
• Manage and develop a multicultural team of managers and customer service professionals across the region.
• Drive continuous improvement initiatives focused on customer experience, operational efficiency, and service quality.
• Oversee the end-to-end Order-to-Cash process, including order management, invoicing, billing controls, revenue protection, and customer issue resolution.
• Lead the management and optimization of hospital consignment inventory processes while ensuring compliance and inventory accuracy.
• Partner closely with Supply Chain, Commercial, Finance, Logistics, Warehousing, and Operations teams to improve business performance and customer outcomes.
• Support and lead regional projects related to SAP implementation, process harmonization, digitalization, and organizational transformation.
• Establish, monitor, and improve key performance indicators related to customer service, order fulfillment, invoice accuracy, and operational effectiveness.
• Ensure compliance with internal policies and external regulations applicable to the healthcare and medical devices industry.
• Report directly to the Regional Supply Chain Management Director and actively contribute to strategic regional initiatives.

Lead Customer Service transformation and SAP optimization across LATAM.Drive regional customer experience excellence across LATAM markets.

• Bachelor's degree required; Master's degree is highly desirable.
• 15+ years of experience in Customer Service, Customer Operations, Commercial Operations, or Order-to-Cash environments within multinational organizations.
• Proven experience within medical devices, healthcare, life sciences, diagnostics, or other highly regulated industries.
• Strong expertise managing end-to-end Order-to-Cash processes.
• Previous experience managing hospital consignment inventory operations.
• Demonstrated success leading multicultural and geographically dispersed teams across Latin America.
• Hands-on experience with SAP and other leading ERP platforms.
• Strong project management capabilities, including process transformation and systems implementation initiatives.
• Excellent stakeholder management, communication, and leadership skills.
• Advanced English proficiency is required.
• Ability to operate strategically while maintaining strong operational execution.
• Salary $150,000 MXN
• Competitive executive-level compensation package.
• Annual performance bonus.
• Company car program.
• Comprehensive family private medical insurance.
• Life insurance and pension plan.
• Opportunity to lead a regional function with direct impact on business performance and customer experience.
• Exposure to LATAM leadership and participation in high-impact transformation initiatives.
• Hybrid working model based in Mexico City