About the company

Trasnational company with more than 200 plants around the world, leader in flexible packaging manufacturing industry, is looking for a CUSTOMER SERVICE.

Place to work: Guadalajara, Jal.

Purpose

To ensure compliance of Commercial agreements, understanding customer needs and is the main point of contact between the customer and the enterprise, including coordination of deliveries and look after order in-take complying with forecast, reporting customer status which includes, orders performance, stock, service level (DIFOT), and order in-take (OIT) on a monthly basis.

Objectives

a) To provide an excellent customer service to the clients, in accordance with standards and expectations of the company and their customers creating loyalty while developing baseline of the business to contribute on continuous growth.

b) Be responsible to keep track of the customer orders in each stage of the process and inform/update the customer as needed.

c) Manage the accounts on his portfolio, guaranteeing commercial agreements set in the Service Level Agreement (SLA) by coordinating needed activities and improvement proposals with other areas to achieve and improve service.

d) Manage customer's claims and requests by sharing with proper area to cover them with proper solutions.

e) Identify customer's opportunities for share growth and recommend to the Commercial Team for action.

Requeriments

· At least 3-5 years of experience in a customer service or other service-oriented business

· Accustomed to stablish good relationships with customers, brokers, freight companies with the collaboration of the logistics department (Supply chain) when needed.

· Ability and experience to work in a multi-cultural environment

· Ideally Engineering, Administration, Commercial or related studies

· English Language skills

Responsabilities

· Creation of the SKU and sales order requested by the customer up to the coordination of all deliveries to our customer (local and export market).

· Order processing (existing or new customers) and follow up until time of delivery in accordance with ISO procedures and internal work standards

· Answering inquiries and requests from customers as well as filtering to correct department (quality claims, samples, lead-times, pricing issues, paperwork etc.)

· Receiving customers and/or sales representatives and local agents in the plant and organizing the visits

· Informing customers and/or sales representatives, Brokers and insuring regular (weekly, monthly, quarterly) reporting

· Gathering and implementing sales forecasts into local systems

· Participating in regular meetings with internal functions (planning, production, S&OP etc.).

· Supporting packing and shipping processes

· Managing and updating Purchase orders based on the price lists in collaboration with sales representatives & commercial manager

· Follow up of stock levels and generate relevant information to share with customer

· Granting of Service Level Agreement (SLA)

· Order and customer forecast management

· Pricing (Confirmation) & update of all customer price lists

· Take part in customer visits, and other meetings with regard to customer issues

· GKA´s order management and follow up, including USA Accounts

· Helping achievement of monthly results by pushing sales and engage with customer as required.

· Customer claims handling

· Pre-press lead-time and follow up (new designs, etc.)

· Continuous improvement of tasks and tools to ensure best performance

· Daily follow up on KPI's (DIFOTIS, number of orders managed, new designs among others); analyzing root cause

· VMI Management

· Ensure the correct stock level delivering the best service with the minimum impact in working capitals

· Special projects upon request

Benefits

· Monthly salary $26,200 to 31,800

· 13% Saving Fund, 13% Shoping Tickets, Anual bonus 30 days, Life insurance, Major medical insurance

· Full time, presential mode, from Monday to Friday, from 8h30 to 17h30

· Permanent contract (first 3 months with an evaluation contract)

· Profesional development

· Collaborative work environment