Customer Service Team Leader

About the role

Heineken Panamá is looking for a Customer Service Team Leader to drive operational excellence in its contact centre. The role will manage daily activities, monitor performance indicators and champion a customer‑centric culture while collaborating closely with Sales, Logistics, Finance and Technology teams.

Key responsibilities

• Lead, coach and develop a high‑performing Customer Service team.
• Oversee the end‑to‑end Order‑to‑Cash process to ensure timely and accurate order fulfillment.
• Handle customer inquiries, requests and complaints, delivering swift and quality resolutions.
• Monitor, analyse and report on key service metrics.
• Drive continuous‑improvement initiatives using TPM, Kaizen and root‑cause analysis.
• Ensure compliance with logistical agreements and service level commitments.
• Promote a customer‑centric mindset across the organisation.
• Coordinate with cross‑functional teams to resolve incidents and optimise processes.
• Leverage data analysis for decision‑making and enhancing the customer experience.
• Participate in client visits and meetings to identify value‑creation opportunities.

Required profile

• University degree in Business Administration, Industrial Engineering, Logistics, Supply Chain, Business or a related field.
• Minimum 3 years of experience in customer service functions.
• Proven experience leading teams.
• Advanced English proficiency (required).

Required skills

• TPM (Total Productive Maintenance)
• Kaizen methodology
• Root cause analysis
• Data analysis