CUSTOMER SOLUTIONS ASSISTANT

Description

Job Summary: This Customer Solutions Assistant role supports request handling and shipment coordination to improve customer satisfaction. Key Highlights: 1. Attending to and managing requests to ensure customer satisfaction. 2. Efficiently coordinating shipments and maintaining constant communication with customers. 3. Collaborating with operations, commercial teams, and the contact center. Customer Service City: MORELOS Publication Date: Mar 5, 2026 Schedule: 9:00 AM to 6:00 PM Description: CUSTOMER SOLUTIONS ASSISTANT Role: CUSTOMER SOLUTIONS ASSISTANT Support timely and accurate handling of requests entering the Shipment Control department by generating administrative reports and verifying data to coordinate shipments, consistently meeting performance indicators to enhance customer satisfaction. Service Report Compliance % compliance rate Call Closure 100% closure rate Shipment Control Dwell Time % compliance rate 1\. Timely and accurate handling of assigned Service Reports, through daily review of each Service Report to address customer requirements using management tools, delivering satisfactory responses to customer requests. 2\. Reporting on services entering Shipment Control, through daily review of shipment scans supported by visit and control label information via the CRM-SOLUCIONA shipment management system, to evaluate and manage customer service, support, and feedback to operations regarding process deviations. 3\. Making timely and accurate calls to customers regarding shipments entered into Shipment Control, through the daily shipment coordination and customer call process, to evaluate and manage customer service, support, and feedback to operations regarding process deviations. 4\. Generating administrative reports for shipments requiring them, by tracking shipment incidents per operational cycle procedures, to promptly notify and coordinate shipments. 1\. Operations: For the monthly Shipment Control and Tracking Order reporting. 2\. Commercial: To support customer needs and incidents, provide assistance, and coordinate efforts to meet customer requirements via Tracking Orders. 3\. Contact Center: To resolve customer shipment incidents. General Purpose Results Main Functions Decision Making Internal Relationships 1\. Customers: To resolve their requests. Education: High school diploma or technical degree. Administration, final. Office Package: basic. Indicator tracking. Customer Service: 6 months. Problem solving, personnel management.