Customer Support Specialist

hace 3 semanas

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

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