Onsite Customer Service Agent

hace 1 semana


Reynosa, Tamaulipas, México Johnson Controls, Inc. A tiempo completo

What you will do:
Assure and improve communication between the warehouse and the Customer Service team.

Follow up transactions effectively to ensure that the agreed quantities of products are delivered to the customer as set out in the sales offer/order, at the agreed place and time.

How will you do it? Order input in SAP (different order types)Send order confirmation to customer (confirm delivery date based on ATP, partial delivery allowed, etc)Monitor the customer backorders in conjunction with Customer, Warehouse, Supply & Demand, Credit Control, Purchase and Forwarder.

Maintenance of planned shipping days (delays, customer requests, etc)Handle customer order cancellations (DOA)Monitor call-off ordersIssue internal complaint and RMA if required.

(Salesforce/SAP)Send customer receipt confirmation of complaintFollow up and coordinate internally on solution and corrective actionsInform customer about corrective actions or escalate/involve account managerAction on solution and corrective actionsSAP and Salesforce credit-note procedures (DOA)Handle customer questions on deliveries, delays, problems, etc.

Follow-up on pending basic quotesCoordinate approach with Inside/outside sales representativeHandle customer questions effectively and in a service-oriented mannerFollow up on actions requested in sales representatives call reportsInform customers about changed delivery times and equivalent productsCase management in SalesforceSupport debtor control on collecting accounts receivableKeep customer details and price agreements up-to-date.

Collect, share and document leads, projects, competitor detailsWhat we look for:
Fluent in English (conversational)Customer-oriented experience with a focus on detailsPC skills – MS officeCommunication and interpersonal skillsProblem-solvingExperience in international callsSAP (desirable)
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