Customer Care Agent

hace 2 semanas

Leon, México Roquette A tiempo completo

**People are at the heart of our strategy**:A family-owned Group, Roquette offers a **positive **and **attractive **work and career environment, in which everyone can learn, **develop **, contribute to the overall company performance and be **recognized **for doing so.

Based on «Offer to Cash» process and according the customer portfolio allocated: provide support and coaching to the Front Office teams for managing customer relationship and enhancing customer satisfaction. Follow-up on deliveries based on contracts and in respect with lead-time & budgets.

**Job Description**:

- Manage Pre-Sales Sampling.
- Bring his / her technical expertise for standard requests: Product documentation; logistic questionnaires; quality questionnaires) and manage customer specifications (cahier des charges) based on internal coordination required. Answer to the customers.
- Receive; review; handle and follow-up customer requests - commercial and supply chain domain.
- To participate on developing new transport or supply chain solution.
- Approve customer contracts in PIVOTAL (CRM).
- Receive; review; handle and follow-up customer requests - commercial and supply chain domain.
- Receive and to analyze scheduling from customer and to follow-up.
- Receive Purchase Orders; perform the “Checks” prior confirmation and to call customer/business developer if something is out of the standard negotiation.
- Orders follow-up to ensure delivery on time (Internal follow-up with USA, FRA, ITA, SPA, LIT, INDIA, CHI) and to keep customer updated about status (Scope MEXICO).
- Monitor orders linked to products under allocations.
- Receive and communicate waiver requests received from Quality to have customer approval to ship.
- Freight and book the transport, and set loading days for domestic deliveries: Truck/Container.
- Book the transport for shipments from USA under incoterm FCA or DAP at border.
- Track and Trace shipments (sea, intermodal, rail, truck).
- Manage any transportation problems linked to the delivery.
- Manage ad-hoc invoicing (receive ad-hoc invoicing request from Supply Chain after delivery).
- Manage invoicing and delivery documents.
- Receive; manage and follow-up customer complaints
- address the answer to customers based on SLA.
- Manage customer returns (Transport, Credit Notes).
- Manage credit/debit notes (approvals and paperwork).
- Monitor Sales vs Contracts each month and to ensure customer is placing POs to cover the contracted volume.
- Strong contributor in SAP implementation.
- Ensure Customer Profile has all the necessary information to deliver according with customer’s requirements.
- Ensure Distribution Rules are respected.

Roquette provides numerous career opportunities, thanks to the diversity of its jobs and their international dimension.

Joining Roquette means joining dynamic teams ambitious for success.

**Add Your Talent to Ours

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