Customer Service Representative - Juarez SP

Description

Responsible for maintaining communication with customers, verifying profitability, entering orders, and performing a variety of additional activities to facilitate excellent customer relationships that support sales, manufacturing, and shipping operations; possesses basic knowledge of manufacturing processes and collaborates with planning and production staff to achieve on-time deliveries to customers. Establishes action plans and problem-resolution strategies for large and complex accounts. **ACTIVITIES** --------------- **ACTIVITY** *(The individual must be competent to perform the following activities)* * Executes the order process, verifying appropriate profitability, assigning manufacturing dates based on raw material delivery and machine load, quality, and inventory control. Also maintains up-to-date price lists for each assigned customer. Maintains updated open-order reports. Handles customer complaints related to administrative matters and reports product quality claims, as well as ensures timely flow of claims (Tics) within their area of responsibility. * Tracks supply of corrugated sheets for customer orders under their responsibility. * Requests purchases of finished goods sent to external contract manufacturers and generates documentary support for purchase justification and profitability. * Maintains communication with the planning department and monitors the HRMS system to achieve on-time deliveries to customers. Also keeps their backlog clean. * Maintains optimal inventory levels for customers under Supply Agreements and tracks their consumption. * * Ensures order processing complies with Credit Department approval and supports clarification and collection disputes. * Participates in training and customer service training, and maintains communication with their direct supervisor to receive performance feedback. * Customer negotiation * Communication with shipping departments for coordination and delivery verification. **POSITION SCOPE** ---------------------- **SCOPE** Authority to make decisions regarding all requirements or movements for assigned customers, provided such decisions are based on established procedures. They own inventory control and decision-making authority over these materials, based on reports and always considering optimal inventory levels. **RELATIONSHIPS** -------------- **Internal Organizational Relationships** **External Organizational Relationships** * Site Management * Design * Quotations * Quality * Production * Warehouse and Shipping * Scheduling * Finance * Purchasing * Sales Customs * * Audits * Raw Material Suppliers (FO) * Transportation * Customers External Warehouses * **WORK-RELATED RISKS** ---------------------- * Stress * Mental fatigue * Eye strain * Headache * Stomach ache * Prolonged sitting posture **COMPETENCY REQUIREMENTS** -------------------------------- **REQUIREMENTS** **MINIMUM REQUIREMENTS TO** **HOLD THIS POSITION** ### **REQUIREMENTS TO** **PERFORM THIS POSITION** Education Major in Communication/International Trade **English is mandatory** Training * Leadership * Communication * Proactivity * Teamwork * Organization * Active listening * Working under pressure * Good temperament for customer interaction * Decision-making * **Setting an example and teamwork** * **Clearly expressing ideas and instructions** * **Excellent interpersonal communication** * **Experience in Customer Service** * **Reading and interpreting corrugated board drawings.** * **Knowledge of inventory control.** * **Working under pressure, prioritizing urgencies, and handling high volumes\-** * **Customer satisfaction** * **Organizing new projects** Skills * Communication * Leadership * Problem solving * Administration * Planning and organization * PC and software proficiency (Excel) * Good communication * Organization * Safety focus * Cycle counts * Problem solving * SAP system * High * High * High * High * High * High * High * High * High * High * High * Medium * High Experience * 2 years