CS Operation Director

Who We Are

E80 Group is a multinational company specialized in the development of automated and integrated intralogistics solutions for manufacturers of consumer goods, operating in the beverage, food, tissue, and other sectors. The main systems produced by E80 Group include palletizing robots, laser-guided vehicles, robotic stretch wrappers and labelers, and automated high-density warehouses.

The entire logistics flow is centrally managed by the SM.I.LE80 software platform (Smart Integrated Logistics), which ensures efficient system integration and optimizes the management of all operations—from the entry of raw materials, through storage, to shipping.

With 14 branches worldwide, the Group believes in the core values Ethics, Courage, Humility , and Safety. These values form the foundation of E80 Group’s corporate culture, which maintains a close connection with customers, people, and the local communities.

The CS Operation Director reports to Customer Service Operation Director USMCA, in the effort of transforming the Customer Service operations, plays a critical role in enhancing customer satisfaction through the management and coordination of technical resources, service operation team and constant communication with our sales team and when necessary with our client. This position involves close collaboration with cross-functional teams, data analysis, and implementing best practices. The main goal is to deliver maximum customer satisfaction for any customer service-related matters occurring in the plants of the region managed or key account.

Duties and Responsibilities :

Leadership and Team Management :

• Be the first point of contact to coordinate between department heads in E80 and service operation team to deliver maximum customer satisfaction for any customer service-related aspects such as asset and system performances, tickets resolutions and service delivery in general
• Lead a team of customer service resources in Central american zone.
• Functional responsibilities over spare part admin, remote support resources, engineers and back-office service coordinators in a matrixial organization. The resources will need to work closerly with other departments and functional heads to ensure the best customer service experience of our clients while growing and developing our customer service team in Central america.
• Establish a regional customer care vision aligned with business objectives with upper management.
• Motivate and contribute to develop high-performance teams capable of providing excellent service to both internal and external customers
• Contribute for estimation, feasibilities studies and implementation of service improvement initiatives such as retrofit and asset and system performance enhancement to be sold
• Prioritize and plan activities with other departments to deliver maximum customer satisfactions

Customer Satisfaction and Policies :

Strategic Focus :

General

Requirements :

What's In It For You