Customer Support Specialist

hace 7 días

Parque Industrial American Industries Kimco, México Kauffman Engineering, LLC A tiempo completo

**Job Purpose**
- **Regular trips to the Reynosa, plant will be necessary.**_

Provides advanced customer support and ensuring prominent levels of customer satisfaction and manages escalated customer issues, mentoring junior support staff, and collaborating with other departments to improve overall service quality.

**Job Duties and Responsibilities**
- Collaborate with other departments, such as product development and quality assurance, to identify and resolve recurring issues and improve product performance.
- Monitor customer demand trends and coordinate with internal teams (e.g., supply chain, sales, operations) to ensure resources are aligned with customer needs.
- Oversee and manage customer portals, ensuring all relevant information is updated, accurate, and easily accessible to customers.
- Analyze customer feedback and support metrics to identify trends and areas for improvement in the customer support process.
- Interact with the cross-functional teams assigned to the accounts managed on each manufacturing facility.
- Communicate with customers as main point of contact answering any questions/concerns and providing status updates on orders, as needed.
- Accept/Reject and process exceptions to order policy (within approved limits) including: Orders below the plant Minimum Order Value, Order cancellations Order date change requests, Pricing, shipping, etc. refund claims due to KE error.
- Send order confirmations and notification of any order issues.
- Maintain customer records.
- Ownership of validating, obtaining, and loading customer top forecasts weekly.
- Support sales representative for accounts as required.
- Attending and hosting meetings with customers and production personnel.
- Responsible for notifying Supervisor/Sales Representatives of any potential problems.
- Escalates customer complaints to appropriate department.
- Any other functions or task as assigned by Manager.

**Required Qualifications: Experience/ Knowledge, Skills, and Abilities**
- Bilingual in Spanish/English
- Previous manufacturing business experience is a plus.
- Strong interactive problem solving and decision-making skills.
- Excellent computer skills, specifically proficient in Excel.
- Strong communication skills (both written and verbal).
- Strong data entry skills and keen attention to detail.
- Solid demonstration of follow-up skills.
- Able to multi-task and work in a high volume.
- Fast paced team environment, possess a teamwork attitude but also work well alone.
- Typically involves long periods of sitting at a desk or computer workstation Tasks may involve repetitive tasks, such as data entry, typing, or using a mouse.
- Minimum of 5 years of experience in customer support.

**Educational qualifications**
- Bachelor's degree in a related field or equivalent work experience.

Application Question(s):

- Monthly salary expectation

Work Location: Hybrid remote in 88796, Parque Industrial American Industries Kimco, Tamps.

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