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Customer Service Specialist I
hace 4 meses
Responsabilidades primarias
Iniciar proceso de alta de los productos y clientes requeridos en la herramienta Eagle (MDM)
Preparar, procesar y realizar un seguimiento de las cotizaciones solicitadas por el área comercial y/o solicitudes directas de los clientes
Procesar en nuestro ERP (JDE) las ordenes de compra de los clientes y notificar la recepción de esta indicando el folio interno con el que ha quedado registrado
Asegurarnos sea detonada la compra de los materiales que se amparen en la OC
Proporciona seguimiento a las órdenes de compra de los clientes hasta la entrega final.
Informar al cliente sobre el estado de los pedidos.
Gestión y administración los materiales en stock y cumplir con las entregas y envíos programados de acuerdo con los horarios del Cliente.
Realizar seguimiento del informe de pedidos abiertos (backlog) frente a los materiales disponibles en el almacén de las cuentas de clientes asignadas para programar el envío con Logística
Responde y aborda eficazmente todas las consultas y solicitudes de los clientes.
Atiende las llamadas de los clientes para solicitar cotizaciones, quejas, estado del pedido, información sobre
el tiempo de entrega, servicio y soporte técnico; canalizar al área responsable según corresponda.
Gestión y correcta administración de los buzones de correo electrónico (bandeja de Customer Service y correo individual) a través de nuestro CRM (Right Now)
Contribuir en el logro de nuestros objetivos, mensuales y anuales; Atención al cliente cuenta con indicadores de desempeño (KPI’s) como lo son SLA Cotizaciones, órdenes de compra y urgencias; Order Accuracy, CAS, por mencionar estos como más importantes
Contribución en la ejecución de Booking y Revenue (venta)
Participar de los kickoff de proyectos
Interacciones Requeridas
Clientes
Comercial (Ventas, Inside Sales)
Cadena Suministro (Supply Chain)
Finanzas
Regulatorio/Calidad
Soporte Técnico (TAS)
Soporte de Aplicaciones (FAS)
Servicio
IT (abrir tickets)
Experiencia, habilidades y conocimiento requerido:
Experiencia en atención a clientes de 2 a 3 años
Conocimiento del flujo de trabajo de Atención a Clientes (Quote to Cash)
Inglés deseable conocimiento, medio/ intermedio – capaz de poder leer y responder algún correo
Conocimiento experiencia en ERP JDE / E1
Experiencia en Excel y demás paquetería como power point y Word
Deseable tener conocimiento y experiencia en CRM’s right now)
