Customer Service Representative

Position Summary:

the LATAM Customer Service Representative will be responsible for advanced functions within Gowan's Customer Service and Logistical activities. This  role  involve   two  different  responsibilities  one  as Customer  Service  Rep,   and Demand Planning.    Demonstrates advanced problem solving and communication skills along with a very high level of attention to detail.   Key resource for Gowan Sales professionals, external customer base and internal Supply Chain and Finance functions.   

Job Status:

• Full Time – On-Site
• Salaried
• Reports to: Customer Service and Demand Planning Coordinator
• Location: Mexicali, Baja California.

 Role Activities: 

As Customer Service Representative:

• Receive and enter sales orders from customers in assigned territory.
• Serve as backup Customer Service for South America countries. 
• Process sales orders by preparing shipments for export.
• Work with labeling specialist to ensure proper labeling. 
• Work with carriers or forwarders to process shipment on vessel, air or truck. 
• Ensure compliance of all exporting regulations and guidelines.
• Work with banks on letters of credit, documents on collection, international banking practices
• Work with international warehouses on orders, send shipping instructions. 
• Invoice customers, process additional documents needed such as packing list, certificate of analysis, certificates of origin, hazardous declaration forms, etc. 
• Develop excellent familiarity with the Gowan computer system – JD Edwards-Enterprise One. Use this to generate reports to meet the special requests of each regional executive. Work with accounting to close and open months. 
• Code invoices using TAP program.
• Collaborate with Gowan Crop Protection and their Regional Executives, Commercial Team Members (Product and Regulatory Managers) and other fundamental employees in the Gowan Group.
• Receive, process and follow up   customer complaints. 
• New clients set up
• Issue Credit Notes and Debit Notes
• Suppliers set up

As Demand Planner: 

• Participate in the Sales and Operational Planning Cycle by facilitating monthly demand processes and providing data and inputs to the monthly S&OP meeting.
• Maintain E1 forecast data to ensure accurate demand input to the master production schedule while monitoring available inventory and upcoming production schedules.
• Main contact for supply chain planners regarding forward demands as it pertains to production schedules and material requirements planning.
• Main contact for customer service in monitoring available inventory, safety stocks, and product staging assistance when needed.
• Participate in monthly supply chain meetings in order to balance demand and supply.
• Utilize advanced forecasting techniques to analyze market and product trends.
• Work closely with global and regional product managers to understand product life cycles, new product launches, regulatory timelines, and special projects and the potential impact on product demand.  
• Develop and maintain a strong relationship with regional sales managers, country managers, and sales representatives at a global level.
• Maintain and improve demand tools and new processes with the goal of continuous improvement in forecast accuracy and inventory carrying costs.
• Participate in the annual budget process.
• Set up New   SKU´s  at the Forecast  Tool. 
• Participate in the Sales and Operational Planning Cycle by facilitating monthly demand processes and providing data and inputs to the monthly S&OP meeting.

Education:

Bachelor's degree in Business Administration or Operations Management preferred but not mandatory.

 Experience / Skills / Abilities:

• Demonstrated ability to work with a wide range of people. 
• Establish ability to manage simultaneous urgent tasks.
• Able to work well under deadlines and pressures
• Must have excellent organizational skills and communication skills.
• Proven ability to perform analytical logistics studies.
• Strong analytical and problem solving skills 
• Experience in ERP, POS or Logistical work.
• Proficiency in word processing and spreadsheet applications.
• Highly organized, self-directed, motivated person.
• Proficient in English and Spanish, written and spoken, Portuguese Desirable. 
• Ability to work effectively in a multicultural environment. 

Job expectations / Working conditions:

• Ability to travel locally and internationally.
• 8-hour office work at a desk in front of a computer.
• Availability and flexible hours.