Customer Service Agent Mexico

Functions

• Customer representative in the organization: intermediary service between the customers, the commercial department and the departments related to the Supply Chain in headquarters.
• Provide a high level of service by answering customer queries via email and telephone.
• Creation of commercial offers in the system according to customer requirements.
• Receipt, management and registration of sales orders in SAP: creation, confirmation, tracking and stock updates within the order until shipment.
• Stock control: analysis and control of incoming stock in the warehouse giving the correct date and allocation in contracts.
• Management and follow-up of sample orders according to their typology.
• Support and resolution of customer complaints, incidents and returns.
• Consolidation of loads according to orders in progress.
• Creation and follow-up of customer contracts in the system. Periodic review.
• Maintain and update customer database in SAP.
• Ensure proactive communication with the customer: deadlines, delays, stock availability, etc.
• Handling and sending of specific product and order related documentation: letters of credit, certificates of origin, invoices, etc. And technical documentation (TDS, SDS, COA, Halal, Kosher…).
• Comprehensive management of the invoicing of assigned customers, including the reissuance and payment follow-up of invoices.
• Support to commercial management: sending and follow-up of quotations.
• Comply with the company’s current occupational risk prevention regulations.
• Comply with the policies and procedures both general and specific to the position, as well as ensure the completion of all tasks within the scope to facilitate the achievement of the company’s objectives.

Requirements

 Education:

• Advanced degree in business, chemistry, international trade or similar.

Specific knowledge:

• Knowledge of nomenclature in the aroma/fragrance, chemical or similar sector (not limited to)
• Advanced knowledge of Office software.
• Knowledge of SAP or other ERP.
• Knowledge of international trade (INCOTERMS)
• Knowledge of international transport/export management.

Language skills:

• Spanish: advanced.
• English: intermediate.
• Other language: advanced (valuable).

Skills:

• Customer oriented.
• Responsibility and commitment.
• Autonomy.
• Flexibility and ability to work in a changing environment with complex business scenarios.
• Focus on detail.
• Communication skills.
• Team work.
• Problem solving with critical thinking.

Experience:

• 2+ years of experience in a similar position.

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