Customer Service Order Status Coordinator

hace 2 semanas

Guadalajara, México Siemens Healthineers A tiempo completo

**Change the future with us**

We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technology around the world.

**Why you’ll love working for Siemens**
- Solve the world’s most significant problems - Be part of exciting and innovative projects.
- Engaging, challenging, and fast evolving, cutting edge technological environment.
- Opportunities to advance your career and mentorship programs on a local and global scale.
- Contribute to our social responsibility initiatives focused on access to education, access to technology and sustaining communities and make a positive impact on the community.
- Participate in our celebrations, social events and offsite business events.
- Opportunities to contribute your innovative ideas and get rewards for them
- Diversity and inclusivity focused.

**What will you do?**

The Customer Support Coordinator is responsible for handling inquiries about status, shipping dates, expedites and services for selected accounts. The coordinator responds to inquiries, complex complaints, and disputes within a reasonable limit of authority and recognizes when to escalate customer issues. Additionally, supports customer with referral to appropriate specialist for assistance or problem resolution when warranted.

Responsibilities
- Respond and resolve problems in a timely and accurate manner while providing excellent customer service
- Enter, manage, and prioritize new and existing cases via CRM tool to attain established service level agreements
- Utilize CRM tool to directly communicate to customers, internal staff, and affiliates
- Initiate action via CRM tool for completion of change order, product selection and post order requests or process non-complex requests directly as authorized

Required Knowledge/Skills, Education, and Experience
- High School Diploma or equivalent. Associate Degree or Industry related Certification a plus.
- 3+ years of practical customer service experience
- Bilingual (advanced in both Spanish and English language)
- Strong verbal and written communication skills in English language
- Working knowledge of MS Office
- High Level of professionalism and excellent customer service skills
- Ability to successfully complete required training program
- Demonstrated ability to reproduce a customer problem, isolate cause, and drive resolution
- Demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co-workers
- Ability to multitask and handle a high volume of work accurately
- Must be a strong team player able to work in a cross functional team environment
- Ability and desire to learn assigned business segment product line

Preferred Knowledge/Skills, Education, and Experience
- Bachelor’s degree in related discipline is preferred
- Knowledge of SAP, CRM systems / Salesforce, Industry Mall, EDI, and quotation tools
- 3+ years of practical customer service experience supporting industrial, construction, mechanical, or electrical industries

**Equal Employment Opportunity Statement**

**Organization**: Smart Infrastructure

**Company**: Siemens, S.A. de C.V.

**Experience Level**: Mid-level Professional

**Full / Part time**: Full-time

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