(CEN) CUSTOMER SERVICE PROCESSES AND CONTINUOUS IMPROVEMENT SPECIALIST

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Date: Jan 6, 2023

Location: San Pedro Garza García, NLE, MX, 66265

Company: CEMEX

Job Description

The Customer Service Processes and Continuous Improvement Specialist, in alignment with the Global Customer Service team, defines, plans, and executes a quality strategy taking into account people, processes, technology, company objectives and customer experience. 

Main Responsibilities

  • Define and manage guidelines for mapping and documenting CSC processes, maintaining a simple and standardized documentation using best practices.   
  • Support process design and documentation considering best practices and external regulation as needed.    
  • Changes control: validate process updates, risk consideration, external regulation compliance, other impacted processes, required evidence.
  • Process documentation control: Access control, to provide availability of documents to all roles involved. Version control, to maintain only updated versions available.   
  • Facilitate training and process communication to enable people and get successful process implementation.   
  • Program and execute internal assessment identifying the effectiveness of process implementation, compliance, and potential risks.    
  • Coordinate external assessment or certification (ISO 18295) and prepare internal teams to carry them out satisfactorily    
  • Periodically report assessment results and identified risks to head managers. Supports teams to define and implement action plans to mitigate no conformities detected.    
  • Monitor competitors or similar company strategy trends in order to continuously improve.  
  • Define a continuous improvement strategy considering internal and external assessment, best practices, KPI results as well as people and client feedback.

Position Challenges

  • Promote process standardization and maintain aligned and consistent processes across different service centers process units promoting a global common vision.   
  • Keep a main objective to define useful processes that simplify daily work for our people and to grant our clients with valuable, tangible results
  • Involve in a definition phase to all people related in processes, identifying any resistance, exception or different aspect to be considered in an early stage, avoiding rework and facilitating an effective implementation.  

Qualifications

  • Advanced or native English and Spanish - C1 (desirable)
  • College degree in business administration, industrial engineering, marketing, or related areas.
  • Desirable Post-graduate studies in Service Center Administration, business management or project management.
  • Overall, +10 of work experience in process design, modelling and continuous improvement practices (i.e. 6sigma)
  • Exposure to international or multicultural operations

Internal/External Relations

INTERNAL:

  • Global Customer Service and Omnichannel Experience team and other Commercial Development areas.
  • Customer service center managers
  • P&IT Technology Service Design Leads
  • Product Owners in the digital and traditional channels.
  • Regional Customer Experience Heads and Teams.
  • Regional Service Center Managers and Service Management Teams.
  • Architecture and technical teams.

EXTERNAL:

  • Vendors managing commercial processes and service centers
  • Consultant teams
  • External suppliers
  • Service Center Operators
  • Service and customer experience associations

CEMEX Diversity and Inclusion Statement

At CEMEX, we recognize the diversity of the world in which we live and in which we do business. We respect diversity, we address the inclusion and non-discrimination of any talented person, regardless of gender, physical ability, age, sexual orientation, culture, ethnicity, religion, political affiliation, marital status, pregnancy / maternity / paternity and nationality. We promote a culture of equity for the construction of a sustainable business and the well-being and development of CEMEX employees.