Customer Service Operations Coordinator

hace 23 horas


León de los Aldama, Guanajuato, México Wella Company A tiempo completo
Job Summary

We are seeking a highly skilled Customer Service Operations Coordinator to join our team at Wella Company. This role will be responsible for executing standard orders, shipping and billing procedures in accordance with Wella policy requirements, manage process resolution, and collaborate with internal and external cross-functional teams and customers.

About the Role

The Customer Service Operations Coordinator will become the voice of our customers in bringing back insights that will deliver their needs as you build partnerships with them and innovate in a fast-moving salon industry.

Main Responsibilities
  • Create initial order entries and maintain high product and service quality
  • Respond to customer calls and inquiries regarding products, orders, and pricing in a timely manner
  • Ensure order size optimization and understand order patterns to improve business performance and drive improvements in departmental KPIs
  • Handle emergency orders and emergency alternative procedures for urgent requests
  • Provide support for on-time delivery to customers and handle returns and refusals
  • Issue reports and follow-up on results and participate in internal and external audits
  • Assign correct reason codes for root cause analysis on all KPI's, and drive improvement opportunities based on the root causes
  • Inform customer and sales personnel of reported shortages, damages, transportation updates, and other customer relevant information
Requirements

To be successful in this role, you will need:

  • A High School degree required, Bachelor's degree in related field preferred
  • Excel (pivot tables, formulas, functions), general computer experience required
  • Knowledge in Supply Network Operations (or general business background)
  • Communication skills: Ability to communicate clearly, transparently, concisely, and on a timely basis with leadership and customers
  • Collaboration Skills: Ability to work collaboratively across different styles and develop strong partnerships
Salary Information

The estimated salary range for this role is $55,000 - $65,000 per year, depending on location and experience.

Working Environment

This role will be based in Guanajuato, OAX, MX and requires working on-site.



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