REPORTING LINE: Customer Support Manager MX DEPARTMENT: Customer support

- Line Manager: Customer Support Manager MX
- Matrix Manager(s): Customer Support Manager LATAM

SPECIFIC DUTIES & RESPONSIBILITIES:

• Service Contract coordination, responsible for Quotes, Follow Up's and Orders processing.

• Responsible for Billables Quotes, Follow Up's and Orders processing.

• Active participant on the Customer Care Center team
• Answers customer voice/ email inquiries in a timely and courteous manner and directs to appropriate destination
• Creates Cases and transfer cases to appropriate personnel
• Communications with employees and team
• Process parts orders for service engineers and/or customers
• Process purchase order and send acknowledgments for service and/or parts
• Invoice service calls and trainings
• Close cases and approve work orders

• Responds to and manage customer orders from order entry to delivery and invoicing
  • Quote spare parts for customers
• Interface with field engineers, technical help desk and dispatch team(s) to find the right solutions for customers
• Use system reports and inquiries to drive activities that ensure superior customer service.
• Thoroughly document CRM system with latest information
• Participate in process improvement projects when necessary
• Participate in new system integrations when called upon

IMPACT:
• Customer Satisfaction
• Current efficient gaining project(s) completion/success

ACCOUNTABILITY:
• Review of objectives monthly, performance review annually.

COMMUNICATION:

Customer and supplier communication
• Daily communication, both verbal and written, with customers

Internal Communication
• Daily communication, both verbal and written, with internal personnel/auditors/field service personnel and others will be required.

ENVIRONMENT AND HOURS:
• Work to be done at the Monterrey MX office or from a remote location
• This is a non-exempt position.

REQUIRED KNOWLEDGE, SKILLS AND EXPERIENCE:

Entry Qualifications
• High school diploma or Associates degree
• Minimum of one to three years related experience and/or training; or equivalent combination of education and experience.

Skills & Experience
• Minimum two years administrative experience in a team environment desired.

• Fluent Spanish and English language skills.

• Work in ISO or another similar procedural environment preferred.

• This position requires the ability to work legally within the borders of Mexico. A valid passport and USA visa are required.

• Proficiency in SAP

• Proficiency in Sales Force

• Excellent working knowledge of various computer software applications (i.e., Microsoft Office applications).

CORE COMPETENCIES:

• Excellent Communication skills

• Excellent typing skills
• Excellent written communication
• Attention to detail
  • Cooperation and Team working
  • Adaptability
• Expertise and Professionalism
  • Problem Solving/ Analysis

• Conflict resolution skills
• Strong organization skills and proven ability to manage multiple priorities and tasks