Customer Service City: State of Mexico Publication Date: Dec 8, 2025 Schedule: 9:00–18:00 Description: Customer Solutions Assistant Role: Customer Solutions Assistant Support timely and appropriate handling of requests entering the Shipment Control department by generating administrative reports and verifying data to coordinate shipments, thereby consistently meeting performance indicators aimed at improving customer satisfaction. Service Report Compliance Rate % compliance Call Closure Rate 100% closure rate Dwell Time in Shipment Control % compliance 1. Timely and appropriate handling of assigned Service Reports through daily review of each Service Report to address customer requests using available management tools, ensuring satisfactory responses to customer inquiries. 2. Reporting on services entering Shipment Control by conducting daily reviews 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 operations; providing feedback to operations regarding process deviations. 3. Making timely and appropriate calls to customers regarding shipments entered into Shipment Control, through the daily coordination process for shipments and customer calls, to evaluate and manage customer service, support, and operations; providing feedback to operations regarding process deviations. 4. Generating administrative reports for shipments requiring them, by tracking shipment incidents according to operational cycle procedures, to promptly notify and coordinate shipments. 1. Operations: For the monthly shipment report in Shipment Control and Tracking Orders. 2. Commercial: To support customer needs related to incidents, and to provide assistance and coordination efforts to meet customer requirements via Tracking Orders. 3. Contact Center: To resolve customer shipment incidents. General Purpose Results Key Functions Decision-Making Authority Internal Relationships 1. Customers: To resolve their requests. Education: High school diploma or technical degree. Administration-related field preferred. Microsoft Office proficiency: basic. Indicator tracking. Customer service experience: 6 months. Problem-solving skills, personnel management.