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Customer Service Representative

hace 2 meses

Irapuato, Guanajuato, México Metso Corporation A tiempo completo
Job Summary

We are seeking a highly skilled Customer Service Representative to join our team at Metso Corporation. As a key member of our Sales Team, you will be responsible for providing exceptional customer service and support to our end customers and Site Account Managers.

Key Responsibilities
  1. Quote and Order Handling
  • Handle customer inquiries, quotes, and sales orders with precision and efficiency.
  • Determine replacement parts required based on customer requests or descriptions of malfunctions.
Customer Support and Communication
  • Inform customers of order information, such as unit prices, shipping dates, and any anticipated delays.
  • Verify customer and order information for correctness and accuracy.
Sales Team Alignment
  • Collaborate with the Sales Team to execute the market product sales strategy and action plan.
  • Participate in proactive actions and initiatives to drive growth of Market Area sales.
Technical Knowledge and Support
  • Maintain and improve technical knowledge in selected products and technologies.
  • Provide warranty support and problem-solving services to customers.
Relationship Building
  • Establish and maintain a good company image by ensuring all customer contact points receive high-quality service and support.
  • Build strong relationships with Site Account Managers, Product Support Group, and Regional Sales Manager.
Requirements
  1. Commercial Skills and Customer Orientation
  • Proven commercial skills and customer-oriented service experience.
Complex Matrix Relationships
  • Experience working in complex matrix relationships.
Customer Needs Understanding
  • High understanding of customer needs and requirements.
Communication and Interpersonal Skills
  • Excellent oral and written communication skills.
  • Good interpersonal and customer service skills internally and externally.
Technical Skills
  • Competency in Computer Software, including SAP, Microsoft Office, and MS Project.
  • Experience with ERP/PDM systems.
Performance Metrics
  • Customer satisfaction.
  • QRT - Quotation response time.
  • On-time delivery of sales order lines %.