Customer Service Representative Mexico, Acg Capsules

hace 4 semanas

Ciudad de México ACG Worldwide A tiempo completo

**Date**:Apr 11, 2025**Location**: Mexico City, Mexico**Company**:ACG- Group Company- ACG CAPSULES- Primary Responsibilities- Strategic and planningFunctionalCore- Receive and process orders through the SAP system, ensuring accuracy and validation. Prioritize and process orders following First-In-First-Out (FIFO) procedure.- Manage order fulfillment timelines and keep customers informed of delivery schedules.- Arrange samples for new customers and maintain inventory according to established stock levels.- Follow up with back office to ensure to get shades and artwork development and forward to respective customer and get approval and maintain customer wise record.- Respond to incoming customer calls, inquiries, and complaints.- Follow up with customers for outstanding balances and address any concerns.- Proactively manage smaller accounts to foster long-term relationships.- Maintain accurate customer records and track complaint resolution processes.- Coordinate with logistics teams to update delivery schedules upon arrival in the US.- Prepare and provide shipment documents (invoices, packing lists, Certificates of Analysis) to customers.- Manage and provide container documents for warehouse and broker communication.- Arrange samples for new customers and maintain inventory according to established stock levels.- Work with sales managers to complete New Product Development forms and facilitate shade & composition development.- Support lead generation efforts by contacting existing customers for potential new orders.- Prepare pricing documentation for repeat customer orders.- Visit key customers along with TSMs to maintain customer relationship.Internal process- Ensure timely preparation and submission of reports as required by internal stakeholders.- Conduct internal audits and ensure compliance to defined SOPs as per Q&RA norms.- Collaborate with the team to identify and implement process improvements.Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting manager and HR.- Key Result Areas- Customer Effort Score (CES)- Timely closure of customer queries & complaints- Strike rate conversion (through shade, artwork & samples) - plan vs actual- On time despatch for orders- Inside Sales Budget (Plan versus actual)- Key Interfaces- Internal Interfaces- Sales (Regional, Zonal & TICs)- Supply Chain Management (CentralPlanning, Logistics, Procurement,Plant level SCM)- Quality & Regulatory Affairs (incl.Shade Development)- Metalcrafts (for artwork)- Product Management- Operations- Marketing- External Interfaces- Customers, Warehouse and Transporters- Competencies- Influencing- Knowledge of SAP- Communication- Good knowledge of Pharma Industry

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