Customer Service Representative

hace 1 día


Santiago de Querétaro, Querétaro de Arteaga, México Chemetall A tiempo completo

Customer Service Representative

The ideal candidate will serve as a single point of contact for commercial support to our customers and sales representatives, interacting frequently with Chemetall's manufacturing areas and warehouses.

Key Responsibilities:

  • Fulfill order management in SAP
  • Drive customer affinity by delivering exceptional customer service, meeting or exceeding phone and email metrics as well as team service level agreement
  • Identify and implement process improvements
  • Facilitate proper and efficient information flow to meet or exceed customer needs and departmental and division-wide performance expectations
  • Ability to handle high-pressure, fast-paced environment requiring diligence to detail
  • Proven analytical and critical thinking skills
  • Ability to constructively manage conflicts and discrepancies towards positive resolution
  • Prioritizing customer demand to assist with improved product flow
  • Work with finance team to resolve customer credit and billing requests

Additional Responsibilities:

  • Collect and react to customer feedback and claims, derive insights for sales and technical service, forward requests – if necessary – to technical service
  • Provide information about ECT products and services to customers
  • Monitor history of order volume and product portfolio
  • Derive strategic insights for marketing and segment managers
  • Provide input for sales and production planning process: keep track on orders and coordinate with supply chain and operations to ensure frictionless product supply

Requirements:

  • Advanced English
  • BS Degree preferred
  • 1-2 years of similar work experience required
  • Relationship management and customer care on phone
  • Understanding customer order patterns and support
  • Analytical thinking: data analysis and evaluation
  • Interface with supply chain and sales

Preferred Skills:

  • Knowledge of CRM software and SAP
  • Excellent communication and administrative skills
  • Strong knowledge of Microsoft Office (word, excel, email, internet)
  • Strong listen, written and verbal communication skills
  • High Ability to speak, write, and read English


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