Customer Service Rep

hace 3 semanas

Iztapalapa, México PerkinElmer A tiempo completo

To identify and reply to the inquiries of the clients, it is to say, to be the first contact access to solve problems, monitor, and respond to the customer.
- To put into effect the reception, revision (of prices, currency and currency exchange rate, part numbers, quantities, descriptions, advertisements, discounts, authorizations, quotations for external suppliers, incoterms, data invoicing, penalties, and delivery dates), to collate, to arrange and request information and documentation needed for the processes of entry sale orders to Mexico (Control sheet) (Large Pack Instruments and Small Pack accessories), and Central America (Control sheet). As well as programmed delivery orders in specific dates and the entry of commodity sheets for diagnostic orders.
- To type in, create, modify, and support in-system, quotations.
- To printing, to scan, to file, and to attach all the documentation of the sale orders to SAP.
- To generate the SAP sale orders in Mexico and Central America in the system.
- To follow up the process of the sale orders until the entry of the materials for storage. To pass purchases to suppliers, to follow up deliveries, logistics, payments, invoices, delivery status and sale administrative processes.
- To process anticipated invoices when they are necessary and to register them into the system (Anticipated invoice process).
- To assist the needs, problems, or doubts may arise or during the process of sale orders in Mexico and Central America.
- To occasionally provide information to the internal and external customer, related to availability, prices, characteristics and documents of the product, using the tools, systems and processes for each one of them, when available.
- To assist post-sale clarification requests, invoices that the customer may present, solving or redirecting to the appropriate channel, when necessary.
- To entry in SAP the previously authorized replacement of analytical lines and human health orders. Validating the process of local replacement for Mexico, being authorized for every service with the respective complaint F1.
- To order and follow up inter-company purchase orders.
- To review the orders in backlog to verify that the purchase requisition are generated.
- To validate and request the payment conditions of the sale and purchase orders, when they have different conditions to those in the pre-authorized table of payment conditions.
- To entry the purchase orders of external materials, to follow up and assist the delivery and payments to suppliers.
- To follow up the sale and purchase order, in terms of speed of delivery vs. the delivery date (penalty).
- To create Consolidated and Detailed invoices for Large Pack order for its importation, tax payments and release in Mexico.
- To support and carry out the processes derived from the external trade logistics, in coordination with other areas of the company, when necessary.
- To contact the customs agents to speed up the delivery and importation of sale orders.
- To provide information, assistance, and documentation related to the material being imported or exported. With support from the customs agents, (Procedure of importation licences and use of reagents, reactants and/or radiactants).
- To take care of replacements, returns, credit notes, debit notes when the need arise for sale and service (**RMA Process**).
- To ask for guaranties of useless material or incoming material in inadequate conditions as well as losses (linked to the previous point).
- To support the service request processes, as well as to inform about the Installation Qualification and Operation Qualification (IQOQ), guarantee extensions, etc.
- To gather together data and appropriate documents from customer and the information for invoicing, as well as the request for the creation of new SAP accounts for the entry of sale orders (Custumers account creations in SAP Master Data Subprocess).
- To follow up changes, replacements, cancellations, conditions of payments, advances of purchase orders to suppliers.
- To request and to modify, to extend, and to create numbers for and new and already-exiting parts in Mexico.
- To follow up the difficulties and calls, as necessary for the previous points.
- To generally support the administrative process, the colleagues on the processes, procedures, and policies.

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