Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b0ag6

Band Level 3 Job Description Summary #LI-Hybrid Location: Bogota, Colombia Relocation Support: This role is based in Bogota, Colombia. Empresa confidencial is unable to offer relocation support: please only apply if accessible. You will play a pivotal role at the heart of our customer operations, where every order, interaction, and decision directly shapes the customer experience. As Customer Service Lead, you will guide a small team of analysts while orchestrating the end to end customer order journey, ensuring accuracy, speed, and service excellence. This role offers the opportunity to lead with impact, collaborate across commercial, demand planning, warehouse and distribution teams, and drive continuous improvement in a fast moving, people driven environment where your voice and ideas truly matter. Job Description Key Responsibilities Lead end‑to‑end customer order management,



ensuring accurate execution and adherence to internal procedures and service level agreements Supervise and prioritize team workload to ensure balanced execution and consistent service delivery Act as the escalation point for critical issues related to orders, deliveries, and customer service incidents Provide clear, timely communication to customers and internal stakeholders on requests, inquiries, and process updates Monitor service performance, delivery compliance, risks, and deviations to prevent delays and improve outcomes Coordinate investigation and resolution of service incidents, supporting root cause analysis and corrective actions Consolidate and report operational indicators and performance metrics to support reviews and decision making Lead and support system changes, transitions, go‑lives, transfers, and cutover activities impacting customer operations Drive continuous improvement initiatives to increase efficiency, service quality, and customer experience Coach and develop the analyst team, building capability, accountability, and a strong service mindset Essential Requirements Bachelor’

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1b0ag6

📌 Customer Service Lead (Bogotá)
🏢 Empresa reconocida
📍 Bogotá