Customer Service Representative

hace 1 mes

Ciudad de México CDMX Celanese International Corporation A tiempo completo

**Responsibilities**:
Responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction Order-to-cash may include pricing administration, order entry, customer service/problem resolution, billing coordination, collections and master data maintenance, complaint handling

**Key **Activities**, **Respons**i**bilities**, Account**a**bilities**:

- Process billing or quality related order adjustments (e.g. returns, credit/debit notes)
- Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio
- Track and maintain daily communications of cases
- Daily monitoring and management of orders in Order Cockpit Dashboard to ensure that orders are progressing as expected
- Prioritize and manage urgent escalations and provide timely and effective solutions to customers
- Create/maintain customer master data information & customer shipping instructions
- Manage customer complaints and ensure timely resolution and response
- Provide required documents, certificates, declarations
- Collaborate and communicate daily with other internal stakeholders i.e. sales team, logistics transportation & warehouse tem, order coordinator, credit/collections, billing, quality, regional business management, approvers, etc.
- Proactive communication with customers to build and maintain trustfully relationships, acknowledge customer about order status and ongoing cases
- Actively gain knowledge of company products and services

**Key deliverable**s / **Expectations**:

- Build and maintain customer relationships and trust
- Provide accurate and complete order management
- Adhere to company business rules and processes
- Follow established policies to ensure adherence to order process flow
- Understand the company’s products and services and be updated about processes and trends
- Meet/exceed monthly KPI metrics and objectives

Qualifications:
**Key deliverable**s / **Expectations**:

- Build and maintain customer relationships and trust
- Provide accurate and complete order management
- Adhere to company business rules and processes
- Follow established policies to ensure adherence to order process flow
- Understand the company’s products and services and be updated about processes and trends
- Meet/exceed monthly KPI metrics and objectives

**Competence**s** **/ Behaviors**:

- Customer focused mindset
- Ability to multitask
- Effective Time Management
- Ability to build relationships
- Ability to work in a global fast paced and complex environment
- Being flexible and adaptable to change
- Critical Thinking and Problem-Solving Skills
- Good communication skills - verbal, written, and listening
- Positive, Empathetic, and Friendly attitude
- Accountable, Responsible, Engaged and Resourceful Team Player
- Ability to multitask
- Precise, detail-focused
- Able to cope with stress (stress resistant)
- Responsibility and engagement
- Ability to work in a global fast paced and complex environment

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