Customer Service Representative

hace 5 meses

México Wego Chemical Group A tiempo completo

Wego Chemical Group is an international importer, supplier, and distributor of chemicals and raw materials. We are an established player in the international commercial chemical markets, providing companies in the developed world with supply chain solutions emanating from around the world, primarily the Far East. Our team has been operating for over 45 years, with offices in four continents and consistent business in over 25 countries. We are 190+ strong around the world, with 9 global offices in 6 countries.

**Job Summary**

The Customer Service Representative attends the Wego internal & external customer queries and complaints. S/he processes orders, modifications, and escalates complaints across diverse communication channels with firm commitment to teamwork. The Customer Service Representative is responsible for maintaining an elevated level of internal operational efficiency and for delivering superior customer and vendor service with strong organizational and prioritization skills.

**Responsibilities**
- The Customer Service Representative is jointly responsible for the entire process from order receipt to invoicing. The activities include but are not limited to:

- Ensuring the processing and efficient entering of orders received daily from the commercial team in ERP system (Oracle).
- Verification and Control of price agreements accuracy.
- Timely invoicing of delivered orders through identifying any issue’s root cause and correcting.
- Anticipate, identify, as well as resolve Sales Orders processing-issues with a results-driven approach.
- Supporting LATAM Northern territory Regional Product Managers, Sales Agents, and related Global Product Managers.
- Ensure regular communication with all appropriate operational groups / internal & external customers to stay abreast of any change in sales orders and ensure the customers are informed.
- Tracking the customer delivery-promise especially in case of any irregular Operation: delays, cancellations.
- Effectively managing Sales Orders’ documentation requirements and resolving related customer issues in a timely manner.
- Inventory planning and purchase order processing.
- Acting as an intermediary liaison between office departments such as Commercial, Logistics, Finance, Managing members and customers.

**Key Qualifications**
- Completed BA/ BS degree education required. Advance specializations a plus.
- Advanced bilingual (Spanish - English) communication skills (verbal & written).
- At least 3 years of relevant work experience in distribution. 1 Yr. in an international environment a plus.
- Effective Team’s work Process-oriented and tasks prioritization approach.
- Ability to leading the Sales and Order process in the right direction with commitment to accuracy and structured methods.
- Ability to recognize, analyze, and offer solutions to customer problems while involving the required people to ensure the problem is properly resolved.
- Ability to analyze customer order patterns to enable continuous improvement of order fulfillment process.
- Quick learner and ability to keep an open mind to changes that may impact daily activities.
- Good (internal & external) social and communication skills at distinct levels and cross-functionally. Reflecting commitment to going above & beyond, “no task too small” commercial attitude.
- Presential office work scope, at Queretaro-Mexico main office.

Ability to commute/relocate:

- Qro CP 76090 Mexico, Qro CP Mexico: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- ERP System: 3 years (required)
- Distribution: 3 years (preferred)
- order fulfillment process: 3 years (preferred)

**Language**:

- Spanish (preferred)
- English (preferred)

Work Location: Hybrid remote in Qro CP 76090 Mexico, Qro CP Mexico

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