Customer Service Representative
Gemalto NV
Ciudad de Mexico D.F., ,MX
hace 3 días

General Description

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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