Job Description
Responsible for responding to customer inquiries in a timely and accurate manner, via phone, email, or chat. Identify customer needs and help them use specific features. Analyze and communicate failures in the delivery of finished products, whether due to internal or external causes to the organization. Maintain effective communication with clients, monitor requirements, analyze fluctuations, and escalate differences. Plan shipping windows, manage claims for obsolete material, and ensure timely escalation of needs to supervisors.
Must Have:
- Respond to customer inquiries via phone, email, or chat
- Identify customer needs and assist with specific features
- Analyze and communicate finished product delivery failures
- Interpersonal and communication skills
- Data analysis
- SAP system management and knowledge
- Advanced Excel knowledge
- 90% English proficiency
- Focus on objective achievement
- Teamwork
- Proactivity
- Organizational and leadership skills
- Maintain timely communication with clients
- Validate and monitor client requirements
- Analyze fluctuations in transmissions and define action plans
- Notify departments of specific situations for response and follow-up
- Define and communicate finished product requirements for shipping windows
- Generate and follow up on claims for obsolete material due to requirement variations
- Follow up on claims for obsolescence, overtime, or unscheduled transportation
- Escalate organizational or client needs to supervisor for prompt resolution
- Maintain constant communication with supervisor on escalations
Responsible for responding to customer inquiries in a timely and accurate manner, via phone, email, or chat. Identify customer needs and help them use specific features. Analyze and communicate failures in the delivery of finished products, whether due to internal or external causes to the organization.
Required Competencies/Skills
- Interpersonal and communication skills.
- Data analysis.
- SAP system management and knowledge.
- Advanced Excel knowledge.
- 90% English proficiency.
- Focus on objective achievement.
- Teamwork.
- Proactivity.
- Organizational and leadership skills.
General Functions
- Effective communication with client
- Maintain timely communication with the client through the different electronic resources established by the organization.
- Validation of requirements
- Monitoring of requirements transmitted by the client.
- Analyze fluctuations between one transmission and another.
- Escalate to either the client or the organization the differences between one transmission and another and define the plan to follow as appropriate.
- Notify specific situations to the different departments for their correct response and follow-up.
- Planning of shipping windows
- Define and communicate to the warehouse (if applicable) or shipping (if direct intra-Mexico shipment) the finished product required to comply with the shipping windows requested by the client.
- Generation and follow-up of claims for obsolete material due to variation of requirements before the client
- Analyze the requirements transmitted during the program that has finished production and thus determine the remaining inventory in the organization to be claimed by the means and policies established by the client.
- Follow-up on claims generated by obsolescence, overtime or unscheduled transportation before the client.
- Timely escalation of needs either from the organization or the client to the supervisor for the prompt resolution of opportunities
- Maintain constant communication with the supervisor of any situation that could be subject to escalation for internal or external reasons to the organization, and thus act in a timely manner to any urgent need that may arise derived from client needs.
Required Training
- Orientation + Basic Training / On Boarding
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