Costumer Service Supervisor

We are Daimler Financial Services Mexico, a branch of the Daimler Trucks group, and we offer financial solutions that adapt to the needs of our distributors, clients, and market.

With over 25 years in Mexico, we have focused on building an excellent reputation of service; and to achieve that, we have relied on technological innovation, digital evolution, and a customer-oriented approach.

We are committed to offering excellent financial services that give value to our trademarks, distributors, clients, collaborators, and all our community where we live and work.

In our people, we can reflect our corporate values: Our customers success is our success, moving at the speed of right, one team best team, and we are looking for highly committed individuals to join the group in an environment of diversity and constant challenges.

Objective of the position:

The Customer Service Supervisor is a critical frontline leadership role responsible for protecting the customer relationship, maintaining operational stability, and preventing early-stage delinquency from progressing beyond 15 Days Past Due. The position leads and develops the Customer Service and 0-15 Days Past Due teams and is accountable for consistent execution against service, quality, productivity, customer experience, contact, payment commitment, kept-promise, and cure-rate expectations established by DTFS NA. The Supervisor is expected to maintain visible day-to-day leadership, set clear performance expectations, coach and hold employees accountable, ensure appropriate staffing and workload allocation, and create a culture of ownership, urgency, collaboration, and continuous improvement. The role must use performance data and customer feedback to identify trends, address root causes, resolve escalated customer and account concerns, remove operational barriers, and implement sustainable improvements before service or delinquency risks increase. The Supervisor also serves as a key communication link among employees, management, customers, and cross-functional partners by providing accurate reporting, escalating material issues promptly, recommending actions, assigning ownership, and tracking commitments through resolution. Success in this position requires sound judgment, disciplined follow-through, and full adherence to policies, procedures, regulatory requirements, internal controls, quality standards, and approved customer treatment practices. The overall purpose of the role is to deliver a reliable and customer-focused operation that develops employees, protects the business, mitigates risk, and produces measurable results.

Indispensable Requirements (Candidates who do not meet these requirements may be discarded):

• 2-4 years of experience in a supervisory or team-lead role within a fast-paced internal service or operations environment.
• Proven track record of meeting targets, streamlining processes, and developing high-performing teams.
• Microsoft Office Suite: Excel, PowerPoint, Outlook
• Power BI (desirable)
• Analysis and strategizing capabilities
• Leadership & Coaching: Able to motivate, mentor, and hold team members accountable while maintaining a supportive environment.
• Analytical Thinking: Proficient at interpreting data, identifying trends and driving solutions based on metrics.
• Communication: Skilled at delivering clear, concise messages to stakeholders at all levels.
• Problem Solving: Strong ability to analyze situations, pinpoint obstacles, and implement effective, timely solutions.
• Agility & Planning: Capable of balancing competing priorities, adapting to change and optimizing team workload.
• English level: C1+

Soft Skills:

• Management and development of teams
• Customer Focus
• Flexibility and Adapting to Change
• Open Communications
• Continuous Quality/Performance improvement
• Creativity and Innovation
• Conflict Management
• Develops Talent

Academic Knowledge: Bachelor's degree in business administration, Operations Management or a related field, or equivalent demonstrated experience.

At Daimler Truck we are united in our purpose “We work for all who keep the world moving”. This motivates us to pursue our common goal: leading sustainable transportation. However, our impact as a global transportation company depends entirely on the impact of each individual at Daimler Truck. That’s why we ensure that our people are encouraged and empowered to show their full impact.

We promote diversity and stand for an inclusive corporate culture. We value the individual strengths of our employees, because these lead to the best team performance and thus to the success of our company.

You can be your true self at Daimler Truck. Inclusion and equal opportunities are important to us. We welcome applications from people of all cultures, generations, physical appearance, phases of life, sexual orientation, gender identity, sexual expression, people with disabilities and people from any underrepresented group.

Main Functions:

• Personnel Management: Lead, coach, and develop Customer Service and 0-15 Days Past Due teams. Manage talent selection, onboarding, training, communication of expectations, quality monitoring, attendance, performance reviews, and accountability. Build agent capability in customer care, payment support, early-stage delinquency resolution, and effective call handling.
• Daily Operations: Direct daily Customer Service and 0-15 Days Past Due operations to achieve service, quality, productivity, and early-stage delinquency targets. Monitor call volumes, service levels, wait times, abandonment, schedule adherence, contact rates, payment commitments, kept promises, and cure performance. Manage escalated customer issues, allocate workload, remove operational barriers, and ensure timely follow-up and accurate account documentation.
• Performance Strategy and Continuous Improvement: Develop and execute strategies that improve the customer experience and prevent accounts from progressing beyond 15 Days Past Due. Optimize staffing, scheduling, call routing, outbound campaigns, workflows, and account prioritization. Use customer feedback, quality results, and performance trends to identify root causes, implement process improvements, and partner across the organization on digital and operational enhancements.
• Controls and Risk Management: Ensure Customer Service and 0-15 Days Past Due activities comply with documented policies, procedures, regulatory requirements, quality standards, and approved customer treatment practices. Monitor control effectiveness, identify emerging operational or delinquency risks, complete required reviews, and implement timely corrective actions.
• Reporting, Escalations, and Stakeholder Communication: Prepare and validate daily, weekly, and monthly reporting for Customer Service and 0-15 Days Past Due performance, including service levels, quality, productivity, contact rates, payment commitments, kept promises, and cure results. Escalate material customer, account, system, compliance, staffing, or performance issues to the appropriate stakeholders; provide clear impact assessments, recommended actions, owners, and timelines; and track each escalation through resolution. Deliver concise leadership updates on trends, root causes, risks, recovery plans, and outstanding decisions.

Diversity allows us to employ people with different experiences, abilities and points of view, and that is what enhances our culture and brings us to the forefront among the top global companies.

At Daimler Financial Services, we value the diversity between our employees.

In order to enrich the culture, acknowledges the importance of including people with different points of view and lifestyles into our company. When we select our talent, we focus on abilities; we do not discriminate based on ethnicity, nationality, gender, race, age, disability, social condition, health, religion, immigrant status, opinions, sexual orientation, gender identity or gender expression, marital status, university or appearance.Diversity allows us to employ people with different experiences, abilities and points of view, and that is what enhances our culture and brings us to the forefront among the top global companies.

At Daimler Financial Services, we value the diversity between our employees.

In order to enrich the culture, acknowledges the importance of including people with different points of view and lifestyles into our company. When we select our talent, we focus on abilities; we do not discriminate based on ethnicity, nationality, gender, race, age, disability, social condition, health, religion, immigrant status, opinions, sexual orientation, gender identity or gender expression, marital status, university or appearance.

Additional Information