Csc Mx Order Status Coordinator
hace 3 semanas
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
**Organization**: Smart Infrastructure
**Company**: Siemens, S.A. de C.V.
**Experience Level**: Mid-level Professional
**Full / Part time**: Full-time
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