Customer Care Agent
hace 4 semanas
Identify and respond to customer inquiries, be the first point of contact to resolve issues, monitor and respond to the customer.
- Perform reception, review (Prices, Currency Type, Exchange Rate, part numbers, quantities,descriptions, promotions, discounts, authorizations, external supplier quotes, Incoterms, billing data, penalties and delivery date), collate, process, request information and the necessary
documentation for the entry process of sales orders from Mexico (Control Sheet) (Large Pack Instruments and Small Pack accessories) and Central America. (Control Sheet). As well as scheduled delivery orders on specific dates. As well as the entry of Loan Orders for Diagnosis.
- Enter, create, modify and support quotes in the system.
- Generate SAP sales orders for Mexico, Latin America and Central America in the system
- Monitor the process of the sales order until the entry of the material in the Warehouse. Passing purchase to suppliers, monitoring of deliveries, logistics, payments, billing, delivery status and monitoring of the administrative sales process.
- Monitor the process of sales orders from Latin America and Central America until the arrival of the material at the indicated address. (LAN order entry thread)
- Process advance invoices when required and register in the system. (Advance billing subprocess)
- Address the needs, problems or doubts that they have and/or present in the process of sales orders from Mexico, Latin America andCentral America.
- Occasionally provide information to the internal or external client, in relation to availability, prices, characteristics, product documents, using the tools, systems or processes that for eachof them always exists.
- Process requests for clarifications on post-sale, billing submitted by the client, resolving orredirecting to the appropriate channels, when appropriate.
- Carry out material returns to the MX warehouse or to the country of origin in the system, when necessary to request the appropriate inter-company credits.
Carry out previously authorized replacement orders for the analytical and human health linesin SAP. Validated the local replacement process for Mexico, being authorized by the service with its respective complaint F1.
- Carry out intercompany purchase orders and their follow-up.
- Carry out a review of the orders in the backlog to verify that the purchase requisitions are generated.
- Validate and request payment terms of sales and purchase orders, when they have terms other than the pre-authorized table of payment terms.
- Enter the purchase order for external materials, follow up and attend to the delivery and payment of suppliers.
- Follow-up of sales and purchase orders regarding delivery times vs. Delivery date (Penalty).
- Make Consolidated and Detailed invoices for Large Pack orders for import, payment of taxes and release in Mexico.
- Provide support and carry out processes derived from logistics, external sales and purchases,
coordinating with other areas of the company when necessary.
- Contact with customs brokers to expedite the delivery and import of sales orders.
- Provide information, advice and documentation in relation to the material that is imported or
exported. With the support of a customs agent, (Processing of import licenses and use of reagents,
reagents and/or radioactive).
- Make replacements, returns, credit notes, debit notes when sales and service are needed. (RMA Process)
- Request guarantees for unusable material or material that arrives in poor condition and loss. (Linked to the previous point)
- Support in process service requests. As well as reporting the IQOQ, warranty extensions, etc.
- Collect and provide appropriate customer data and documents and billing information. As well as the request to create new SAP accounts for the entry of sales orders. (SAP Master Data Customer Registration Sub-process)
- Follow up, changes, replacements, cancellations, payment terms and advance payments of purchase orders to suppliers.
- Provide estimated delivery dates for purchase-sale orders and speed up delivery times.
- Carry out previously authorized Diagnosis line replacement orders in SAP. Validated the local replacement process for Mexico, being authorized by the service with its respective complaint
F1 and its decontamination certificate duly completed for the re-acceptance of its equipment.
- Request and modify, extend and create new accounts for internal and external customers
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