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Customer Service Representative

hace 2 meses

Irapuato, Guanajuato, México Metso A tiempo completo
Job Summary

This position is responsible for ensuring the quote and order handling competence to provide adequate support within Metso Mexico, towards End Customers and Site Account Managers. The primary activities will include quote and order handling end-to-end process to support customers and Site Account Managers within Sales Team defined.

Key Responsibilities
  • Quote and Order Handling: Handles inquiries, quotes, and sales orders.
  • Replacement Parts Determination: Determine replacement parts required, according to inspections of old parts, customer requests, or customers' descriptions of malfunctions.
  • Order Information Communication: Inform customers by email or telephone of order information, such as unit prices, shipping dates, and any anticipated delays.
  • Customer and Order Verification: Verify customer and order information for correctness, checking it against previously obtained information as necessary.
  • Order Expedite: Expedite orders when necessary to obtain 100% delivery to schedule.
  • Inventory Management: Check inventory records to determine availability of requested merchandise.
  • Spare Parts Data Maintenance: Maintains and improves spare parts item data in ERP system.
  • Pricing: Pricing of spare parts according to Metso policy.
  • Order Fulfillment: Receive and fill orders for parts.
  • Customer Order Filling: Fill customer orders from stock.
  • Customer Service Knowledge: Knowledge of principles and processes for providing customer service, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • Technical Knowledge: Maintain and improve technical knowledge in selected products and technologies.
  • Customer Support: Actively seeks ways to help customers.
  • Problem Solving: Use good judgment in all situations; always demonstrate a 'can do' attitude regardless of request.
  • Accountability: Be accountable; take responsibility for any problem and resolving it to the customer's satisfaction.
  • Performance Monitoring: Monitoring/assessing performance of yourself, other individuals, or organization to make improvements or take corrective action.
  • Warranty Support: Warranty support and problem solving.
  • Company Image: Establish and maintain a good company image by ensuring all MO customer contact points get a high competence service and up-to-date sales support.
  • Customer Visits: Plan end customer visits aligned with the MO sales team.
Requirements
  • Commercial Skills: Commercial skills and customer-oriented service.
  • Complex Relationships: Experience in complex matrix relationships.
  • Customer Understanding: High understanding of customer needs.
  • Prioritization: Ability to establish priorities.
  • Communication Skills: Excellent oral and written communication skills.
  • Flexibility: Ability to maintain flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
  • Organization: Ability to maintain organization in a changing environment.
  • General Office Procedures: Good knowledge of general office procedures.
  • Computer Software: Competency in Computer Software including SAP, Microsoft Office, MS Project a plus.
  • ERP/PDM Systems: Experience with ERP/PDM systems.
  • Independence: Ability to work independently while performing required tasks.
  • Interpersonal Skills: Good interpersonal and customer service skills internally and externally.
  • Leadership: Leadership, dedication, capacity to perform under pressure and a strive to grow professionally.
  • Attention to Detail: Detail oriented.
Performance Metrics
  • Customer Satisfaction: Customer satisfaction.
  • Quotation Response Time: QRT - Quotation response time.
  • On-Time Delivery: On time delivery of sales order lines %.