Billing and Customer Service Coordinator

Description

**1\.\-** Prepare and send the daily attendance log to the client's Finance departments every day, including Mexico (Megapark, Iztapalapa) and Guadalajara, sourcing information from various WhatsApp groups and site coordinators. **Iztapalapa –** Operational Coordinator **Guadalajara\-** Operations Manager **Megapark –** SILMEN Operational Coordinator **2\.\-** Generate the vehicle positioning report daily for Silmen staff, with confirmation from coordinators; the report includes vehicle ID, license plates, operator’s vehicle capacity, TRIP ID, etc. **3\.\-** Issue invoices for executed trips daily—one invoice per trip—ensuring no document is missing, that each invoice is linked to the client-generated TRIP ID, and that packages are delivered daily before 2:00 p.m., covering both Guadalajara and Mexico sites. **4\.\-** Upload invoices generated within the last 24 and 48 hours to the PEGASO portal, ensuring internal Finance processing timelines are not exceeded for associating the TRIP ID with the SILMEN invoice, so the incumbent can perform this critically important process. **5\.\-** Prepare the report of payments made by the client upon receipt of the email confirming payment—occurring approximately six to seven times per month—using the standardized report established for this purpose. **6\.\-** Conduct follow-up calls every two hours—and as frequently as required—to track deliveries performed by operators driving SILMEN’s own fleet, verifying completed deliveries, pending deliveries, remaining time to complete the route, delivery receipts collected from absent customers, rescheduled deliveries, off-route orders, inaccessible zones, and potential incidents such as mechanical failure, flat tires, roadside assistance, and pallet handling issues, all in close communication and coordination with the Operational Coordinator. **7\.\-** Continuously access and validate GPS platforms to verify locations, travel times, route tracking or polling, etc., consistently using the tool to monitor SILMEN fleet vehicles in real time. **8\.\-** Collect, validate, and securely store delivery evidence (photos, signatures, checklists, BIG SMART system status) and share them in the dedicated WhatsApp group. **9\.\-** Address and resolve clarifications regarding **UNATTEMPTED** deliveries by presenting customer-issued receipts, citing inaccessible zones, protests or demonstrations, mechanical failures, and other relevant cases—with the goal of achieving ZERO charges for **UNATTEMPTED** deliveries. **10\.\-** Generate progress and operational closure reports (interim and final) DSS, unattempted, unrecognized, damaged, empty boxes, etc. **11\.\-** Comply with and disseminate safety, quality, and customer service guidelines outlined in client-provided manuals, instructions, or brochures, as well as those internally developed by the Human Resources department; specific topics include: * What to do if the client delivers damaged, wet, or opened (unclosed with tape) products, and other similar cases. * What to do in case of an absent customer, rescheduled delivery, inaccessible zone, or demonstration. * What to do if products are damaged. * What to do in case of mechanical failure. * What to do if detained by authorities. * What to do in case of theft. * What to do in case of an accident. * Importance of and how to complete the weekly checklist. * How preventive and corrective maintenance of vehicles is conducted. * Diesel refueling procedure (EDENRED). **12\.\-** Investigate **UNRECOGNIZED, DAMAGED, EMPTY BOXES** incidents at Megapark, Iztapalapa, and Guadalajara sites through close coordination with coordinators and concessionaires; maintain constant communication with the CEMS department to address claims related to these items—the objective is to achieve ZERO deductions for these categories, including concessionaires. **13\.\-** Maintain ongoing contact with SILMEN’s Operations Coordinator and the Operations Director, as well as key client personnel such as Marshalls, shift supervisors, Assistant Operations Managers, Monitoring Team Leaders, Big Smart, etc. Salary: $12,000\.00 \- $18,000\.00 per month Benefits: * Option for indefinite-term contract * Company-issued mobile phone Education: * Incomplete or ongoing bachelor’s degree (Mandatory) Experience: * Billing and customer service: 2 years (Mandatory) Workplace: On-site employment