Customer Service Specialist I

hace 3 semanas


Ampliación Nápoles CDMX, México Thermo Fisher Scientific A tiempo completo

**Work Schedule**

Standard (Mon-Fri)

**Environmental Conditions**

Office

**Responsabilidades primarias**

Iniciar proceso de alta de los productos y clientes requeridos en la herramienta Eagle (MDM)

Preparar, procesar y realizar un seguimiento de las cotizaciones solicitadas por el área comercial y/o solicitudes directas de los clientes

Procesar en nuestro ERP (JDE) las ordenes de compra de los clientes y notificar la recepción de esta indicando el folio interno con el que ha quedado registrado

Asegurarnos sea detonada la compra de los materiales que se amparen en la OC

Proporciona seguimiento a las órdenes de compra de los clientes hasta la entrega final.

Informar al cliente sobre el estado de los pedidos.

Gestión y administración los materiales en stock y cumplir con las entregas y envíos programados de acuerdo con los horarios del Cliente.

Realizar seguimiento del informe de pedidos abiertos (backlog) frente a los materiales disponibles en el almacén de las cuentas de clientes asignadas para programar el envío con Logística

Responde y aborda eficazmente todas las consultas y solicitudes de los clientes.

Atiende las llamadas de los clientes para solicitar cotizaciones, quejas, estado del pedido, información sobre

el tiempo de entrega, servicio y soporte técnico; canalizar al área responsable según corresponda.

Gestión y correcta administración de los buzones de correo electrónico (bandeja de Customer Service y correo individual) a través de nuestro CRM (Right Now)

Contribuir en el logro de nuestros objetivos, mensuales y anuales; Atención al cliente cuenta con indicadores de desempeño (KPI’s) como lo son SLA Cotizaciones, órdenes de compra y urgencias; Order Accuracy, CAS, por mencionar estos como más importantes

Contribución en la ejecución de Booking y Revenue (venta)

Participar de los kickoff de proyectos

**Interacciones Requeridas**

Clientes

Comercial (Ventas, Inside Sales)

Cadena Suministro (Supply Chain)

Finanzas

Regulatorio/Calidad

Soporte Técnico (TAS)

Soporte de Aplicaciones (FAS)

Servicio

IT (abrir tickets)

**Experiência, habilidades y conocimiento requerido**:
Experiência en atención a clientes de 2 a 3 años

Conocimiento del flujo de trabajo de Atención a Clientes (Quote to Cash)

Conocimiento experiência en ERP JDE / E1

Experiência en Excel y demás paquetería como power point y Word

Deseable tener conocimiento y experiência en CRM’s right now)



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