Daimler Truck North America
Daimler Truck North America
Daimler Truck North America develops and delivers vehicles, technologies, and services for the commercial transportation industry. Its portfolio includes medium- and heavy-duty trucks, school buses, chassis, and related transportation solutions associated with Freightliner, Western Star, and Thomas Built Buses. The company brings together engineering, manufacturing, marketing, and service expertise, with a focus on advancing innovation and sustainability across logistics, automotive, and transport.

Customer Service Supervisor, Daimler Truck North America

Lead customer service and early-delinquency teams at Daimler Financial Services Mexico, overseeing performance, compliance, escalations, and operational improvements.

Description

  • Lead and develop Customer Service and 0–15 Days Past Due teams.
  • Oversee hiring, onboarding, training, expectations, quality monitoring, attendance, performance reviews, and accountability.
  • Strengthen agents’ customer care, payment support, early-delinquency resolution, and call-handling skills.
  • Manage daily service and early-delinquency operations to meet service, quality, productivity, and recovery targets.
  • Track call volumes, service levels, wait times, abandonment, schedule adherence, contact rates, payment commitments, kept promises, and cure rates.
  • Resolve escalated customer issues, assign workloads, remove operational obstacles, and ensure prompt follow-up and accurate account records.
  • Create and carry out plans to improve customer experience and keep accounts from exceeding 15 days past due.
  • Improve staffing, schedules, call routing, outbound campaigns, workflows, and account prioritization.
  • Use customer feedback, quality findings, and performance trends to identify root causes and improve processes.
  • Ensure adherence to policies, procedures, regulations, quality standards, and approved customer treatment practices.
  • Assess control effectiveness, identify operational and delinquency risks, complete required reviews, and apply corrective actions.
  • Prepare and verify daily, weekly, and monthly performance reports.
  • Escalate significant customer, account, system, compliance, staffing, and performance concerns.
  • Update leaders on trends, root causes, risks, recovery plans, and pending decisions.

Requirements

  • At least 2–4 years in a supervisory or team lead position in a fast-paced internal service or operations setting.
  • Demonstrated success meeting targets, improving processes, and developing high-performing teams.
  • Proficiency with Microsoft Office, including Excel, PowerPoint, and Outlook.
  • Power BI is an advantage.
  • Strong analytical and strategic thinking skills.
  • Able to motivate, mentor, and hold team members accountable while maintaining a supportive workplace.
  • Able to interpret data, spot trends, and use metrics to guide solutions.
  • Clear, concise communication with stakeholders at all levels.
  • Strong problem-solving skills.
  • Able to manage competing priorities, adapt to change, and balance team workloads effectively.
  • English proficiency at C1 level or higher.
  • Bachelor’s degree in Business Administration, Operations Management, or a related field, or equivalent demonstrated experience.

Benefits

  • A diverse and inclusive corporate culture.
  • Equal opportunity.
  • A supportive environment where employees can make a full contribution.

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