As a Customer Service Representative in the Customer Service team in Polanco, you will be the key point of contact for customers on all daily fulfilment / personalization follow up and manage customer portfolios.
You will be responsible for Customer Satisfaction and Service Excellence in terms of order treatment and follow up.
You will take total ownership of customers’ orders from the Purchase Order receipt to the delivery and invoicing.
You will coordinate the order treatment with appropriate Sales, Technical Consultants, and Sales Operations.
You will be responsible for the internal coordination and follow-up of customer requests / claims.
You will undertake effective root cause analysis whilst following best practice and quality management processes.
You will manage all customer BAU change requests, ensure that the change is recorded, distributed, actioned and billed accordingly.
You will check and validate orders received from Sales and Customers.
You will review order status and escalate any revenue risk to the Global Customer Service Manager.
You will ensure anticipated revenue is billed during the correct month and that the monthly revenue forecast is met.
You will be responsible for record management.
To do this job, you must be proficient ERP, Microsoft Office, have basic knowledge in contract management, export, sales knowledge and logistics.
We would appreciate if you had CRM experience, ERP knowledge, and a good knowledge of manufacturing processes and products.
You need to be fluent in English & Spanish.Portuguese and Japanese would be an advantage.
We would like someone to join our team who is customer-oriented, organized, autonomous, team player, has excellent verbal and written communication skills, and works well under pressure.
You need to have a Degree in Business or related subject.
We are looking for someone with experience in customer service or related role.
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