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Customer Service Specialist I
hace 2 semanas
Responsabilidades Primarias
- Iniciar proceso de alta de los productos y clientes en la herramienta Eagle (MDM)
- Preparar, procesar y dar seguimiento a las cotizaciones solicitadas por el área comercial o clientes directos
- Procesar en nuestro ERP (JDE) las órdenes de compra de los clientes y notificar la recepción indicando el folio interno asignado
- Asegurar la compra de los materiales amparados en la orden de compra
- Proporcionar seguimiento a las órdenes de compra hasta la entrega final
- Informar a los clientes sobre el estado de los pedidos
- Gestionar y administrar los materiales en stock, cumplir con los horarios de entrega y envíos programados
- Realizar seguimiento del informe de pedidos abiertos frente a los materiales en el almacén para programar envíos
- Responder eficazmente a las consultas y solicitudes de los clientes
- Atender llamadas de clientes para solicitudes, quejas, estado de pedidos y más, canalizando según corresponda
- Gestionar y administrar los buzones de correo electrónico a través de nuestro CRM (Right Now)
- Contribuir al logro de objetivos mensuales y anuales, con indicadores de desempeño como SLA Cotizaciones, precisión de órdenes, entre otros
- Contribuir en la ejecución de Booking y Revenue
- Participar en los kickoff de proyectos
Interacciones Requeridas
- Clientes
- Área Comercial (Ventas, Inside Sales)
- Cadena de Suministro (Supply Chain)
- Finanzas
- Regulatorio/Calidad
- Soporte Técnico (TAS)
- Soporte de Aplicaciones (FAS)
- Servicio
- IT (apertura de tickets)
Experiencia, Habilidades y Conocimiento Requeridos:
- Experiencia en atención al cliente de 2 a 3 años
- Conocimiento del flujo de trabajo de Atención a Clientes (Quote to Cash)
- Inglés deseable, nivel medio/intermedio para comunicación escrita
- Experiencia en ERP JDE / E1
- Manejo de Excel y otras herramientas de Office
- Deseable experiencia en CRM (Right Now)
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