Customer Service Representative

hace 2 semanas

Ciudad de México Cochlear Ltd A tiempo completo

Customer Service Representative

**Job no**: 615835

**Work type**: Permanent

**Location**: Mexico City, Mexico

**Categories**: Customer Service, North America, Individual Contributor

**Responsibilities**:

- Be the primary liaison / contact with assigned customers, MEX operations team and LAT field team
- Assist Walk-In customers with their requests in a timely manner.
- Responsible for entire order process from receipt of the order, entering the order and following it through to its final destination.
- Manage issues, work internally and cross-functionally with relevant departments, including other customer service groups, customer care team members, credit, reimbursement, marketing and materials personnel to resolve issues
- Manage customer expectations by providing clear data which represents actual account activity (eg turn-around times, number of return materials authorization (RMA’s),order processing)
- Investigate needs of the customer and gather relevant information to support this requirement
- Escalate any issues to Customer Service Manager.
- Review and process order forms and Purchase Orders placed by customers and report corrections needed.
- Prepare documentation as required for each type of shipment.
- Coordinate with customer document preparation in accordance to local needs.
- Coordinates with warehouse staff accurate preparation of shipments as per customer specific instructions.
- Escalate any issues to Customer Service Manager.
- Review and process order forms and Purchase Orders placed by customers and report corrections needed.
- Prepare documentation as required for each type of shipment.
- Coordinate with customer document preparation in accordance to local needs.
- Coordinates with warehouse staff accurate preparation of shipments as per customer specific instructions.
- Responsible for processing system orders efficiently and in a timely manner to ensure that surgeries and activation dates are met.
- Responsible for entering daily phone order requests that include replacement and spare parts from customers
- Comply with cycle time and process target rates.
- Responsible for updating customer’s information following established processes

**Requirements**:

- Bachelor’s degree preferred.
- Minimum of 3-5 years experience in customer service, inside sales or account management, preferably in the medical field.
- Must be highly organized and detail oriented.
- Excellent written and oral communication skills and ability to effectively communicate with customers.
- Intermediate computer skills in various software packages, including Windows XP, but specifically Excel
- Intermediate English.
- Analytical thinking and problem solving.
- Able to align work with company strategy and direction.
- Teamwork skills.
- Assertive communication skills.
- Driven and achievement oriented.
- Able to set goals and objectives at the individual, team and department levels.

**Advertised**: 15 Feb 2023 SA Pacific Standard Time
**Anticipated Application Closing**: 15 Mar 2023 SA Pacific Standard Time

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