Customer Service Support Representative

hace 1 semana

Zapopan, México Siemens A tiempo completo

Change the future with us

We are looking for dedicated and talented professionals who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technology around the world. Included in the scope of this role:

- Providing long-term resolution to our customers, often through creative problem solving and collaboration across various functions throughout Siemens.
- Managing incoming Salesforce mailboxes/queues and providing timely, professional responses.
- Executing SAP daily transactions which include orders, returns, credits, specials,, debits, and quotes.
- Possessing team-centric and customer-centric attitude

**Key Responsibilities**:

- Ability to prioritize the daily workload of internal & external customer inquiries, including recognizing urgency and acting accordingly.
- This includes constant collaboration with Sales organization.
- Execution of all transactions with accuracy and speed as per KPI definitions and requirements
- Manage urgent orders and back-order report
- Provide user support on Siemens online catalog and ordering platform.
- Monitor and Expedite Orders
- Support the personalized service model by building relationship with assigned zones, territory managers and customer base.
- Research issues and questions using available information and resources, while able to work cross-functionally for sake of process improvement and problem resolution.
- Identify, redirect and/or escalate problems to appropriate resources per customer support procedures.
- Including but not limited to customer contact information, support provided, product detail, and resolution.
- Work with 3rd party suppliers on order execution, returns, customer inquiries, product selection and timely order status resolution.
- Monitor and support On-Line Real Time Chat requests.
- Ability to support ad-hoc customer support-related tasks not listed above.

**Education, Knowledge, Skills, and Abilities**:

- Associates degree in related discipline is preferred.
- 2+ years of practical Customer Support experience
- Strong verbal and written communication skills: fluent English required both verbal and written.
- SAP experience strongly desired
- Salesforce experience strongly desired
- Working knowledge of Microsoft Office
- High level of accuracy and attention to detail
- Demonstrated ability to address customer inquiries/escalations
- Demonstrated logical reasoning, situational and time management while presenting a positive attitude with customers and co-workers.
- High Level of professionalism and excellent customer service skills.
- Must be a self-starter and work independently of immediate supervision.

**Equal Employment Opportunity Statement

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