Customer Service Specialist

Would you like to take this opportunity to influence the industry towards a more responsible use of the world’s natural resources?
At Metso Outotec you will join a supportive and inclusive network of colleagues from around the world. There will always be a chance for you to learn and try something new.
This is your invitation to rise above what was possible yesterday.

JOB STATEMENT

This position assures the quote and order handling competence to give adequate support within Metso Outotec Mexico, towards End Customers and Site Account Managers. Primary activities will include quote and order handling end to end process to support customers and Site Account Managers within Sales Team defined.

The Customer Service Representative will participate with Services sales team to support execution of the market product sales strategy and action plan for the related products for the specific market area.

The Customer Service Representative will create a clear focus on growth of Market Area sales of the related products via proactive actions and initiatives. Thinking in terms of a high service and support level and building confidence, Customer Service Representative will liaise with Product Support Group, Site Account Manager, and the Regional Sales Manager.

JOB DUTIES AND RESPONSIBILITIES
Handles inquiries, quotes, and sales orders.
Determine replacement parts required, according to inspections of old parts, customer requests, or customers’ descriptions of malfunctions.
Verify customer and order information for correctness, checking it against previously obtained information as necessary.
Expedite orders when necessary to obtain 100% delivery to schedule.
Check inventory records to determine availability of requested merchandise.
Maintains and improves spare parts item data in ERP system.
Pricing of spare parts according to Metso Outotec policy.
Receive and fill orders for parts
Fill customer orders from stock.
Knowledge of principles and processes for providing customer. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Maintain and improve technical knowledge in selected products and technologies.
Actively seeks ways to help customers
Use good judgment in all situations; always demonstrate a ‘can do’ attitude regardless of request
Be accountable; take responsibility for any problem and resolving it to the customer’s satisfaction
Monitoring/assessing performance of yourself, other individuals, or organization to make improvements or take corrective action.
Warranty support and problem solving
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.
Plan end customer visits aligned with the MO sales team

RELATIONSHIPS

Reports directly to Customer Service Manager

COLLABORATION AND STAKEHOLDERS

SAM & Service Sales
Technical Sales Support and Product Support
Global Operations Support Organization
Customer Operations, Maintenance, planning & purchasing & WH management

POSITION SPECIFICATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, competency and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS & EXPERIENCE

Commercial skills and customer-oriented service.
Experience in complex matrix relationships
High understanding of customer needs
Ability to establish priorities
Excellent oral and written communication skills
Ability to maintain flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
Ability to maintain organization in a changing environment.
Good knowledge of general office procedures
Competency in Computer Software including SAP, Microsoft Office, MS Project a plus.
Experience with ERP/PDM systems.
Ability to work independently while performing required tasks.
Good interpersonal and customer service skills internally and externally
Leadership, dedication, capacity to perform under pressure and a strive to grow professionally
Detail oriented

PERFORMANCE METRICS

Customer satisfaction
QRT - Quotation response time
On time delivery of sales order lines %

Metso Outotec is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing, metals refining and recycling industries globally. By improving our customers’ energy and water efficiency, increasing their productivity, and reducing environmental risks with our product and process expertise, we are the partner for positive change.

Metso Outotec is committed to limiting global warming to 1.5°C with Science Based Targets. We ranked 8th on the 2021 Global 100 list of the world’s most sustainable companies.