Job Summary: 

Reporting to the Director of LatAm Service and Operations, the Sr. Customer Service Manager provides strategic leadership and the order entry process, ensuring accuracy and efficiency in processing customer orders. This role involves managing a team of order entry specialists, maintaining data integrity, and collaborating with various departments to meet customer needs and company goals. Working based on the company policies; the manager is directly responsible assure all the orders are under compliance. 

Primary Duties & Responsibilities: 

• Manage a team of sales support and customer service staff to ensure timely and accurate processing of orders. 

• Develop and implement order entry procedures and best practices 

• Provide oversight and hands-on transactional support in the administration of all sales order bookings activity via the SAP SD module incorporating information from a range of data sources. 

• Partner with Global Supply Chain, Logistics, Tax, Contracts, and Credit teams to actively review and manage the sales order backlog; monitor risk codes and coordinate the release of order blocks with a focus on maximizing billings for the business unit. 

• Manage customer master data and new customer creation activities for the region. 

• Collaborate with sales, customer service, and warehouse teams to resolve order-related issues. 

• Analyze order entry data to identify trends and areas for improvement.. 

• Ensure the training of personnel in all order bookings, customer engagement , and trade compliance processes.  Develop team competence through recurring sustainment training and coaching on the use of all business systems including SAP, OCR, Oracle, and the customer service portal.  

• Ensure strict adherence to all Global Trade Compliance, Legal, Financial and Teledyne corporate policies. 

• Manage the partner returns, trade-in and co-op programs providing positive control of all credits, debits and discounts. 

• Fosters an environment of collaboration and unity; builds relationships with adjacent departments to promote cooperation and mutual success. 

• Prepare daily/weekly reports for internal and adjacent departments as needed. 

• Provide professional development and coaching to subordinate leaders to ensure the continuity and growth of the organization. 

Job Qualifications:  

• Bachelor’s degree in Business, Management or related discipline is required.

• Exceptional verbal and written communication skills in Portuguese and English, with the ability to convey complex information clearly and concisely. Proficiency in Spanish is appreciated. 

• Demonstrated competence in the use of a variety of word processing and business systems is required. 

• 5+ years of hands-on SAP or similar ERP system is required. 

• Minimum of 5 years of leadership experience with direct report responsibility is required. 

• This is an in-office position at our Sorocaba, Brasil facility. 

• Ability to task prioritize in a dynamic environment. 

• Ability to work in a collaborative environment and across multiple disciplines.