As **Customer Service Coordinator** you will combine the people management role with a hands-on customer service representative responsibilities for our internal and external customers to ensure the success of every sale at our US Oak Creek Manufacturing facility. Accuracy is critical as you will record customer orders, sourcing to multiple fulfillment centers and working with our Planning, Scheduling, Production and Shipping departments for your assigned accounts. This a hybrid (3 days in office and 2 days from home)-based position.
You will report to the GBS Leader. This position is located in Queretaro. You will work #LI-Hybrid
**Main Responsibilities**
- In team's management (estimated 20% of time):
- Ensure that the team is trained enough to provide expected services to the customers and keeps the knowledge documented in up-to-date manuals and standard operating procedures.
- Set the goals to the team members (based on PPG corporate strategy) and regularly review, discuss and assess their completion and progress.
- Ensure that the team has the right accesses and tools to perform their tasks.
- Coordinate planning of team's holidays and absences, make sure that they are properly registered and approved in appropriate tools and build a backup structure to cover up absences.
- Be first point of contact for external and internal customers for complaints, escalations and enquiries, which cannot be addressed by the team members. Share and cooperate with direct hierarchies at GBS Mexico and the dotted line supervisor in USA as appropriate.
- Recognize well done job, promote proactiveness, access and recommend talents to the Management.
- Manage conflicts within the team as needed.
- Actively support the team in daily operations and monitor the tasks completion on daily basis.
In customer service support:
- You will act as account manager and be empowered to proactively deal with customer service-related problems and implement corrective action plans when needed.
- You will gain a solid understanding of our business unit policies, systems, procedures and objectives.
- Responsible for the entry of orders from customers for products and services
- Accurately quotes prices using standard pricing information and customer specific pricing agreements
- Coordinates with Quality to conformance with customer requirements
**Qualifications**
- 3- 5 years in a similar role or position.
- leadership, team player, communication & drive engagement
- High School diploma or GED is required.
- 3+ years customer service experience is required, experience in a business-to-business environment.
- Basic administrative experience is required.- English: at least 85 - 90% written and spoken.
- Ability to do basic math calculations including decimals, fractions, and percentages.
- Ability to read and interpret customer specifications.
- Project management: the ability to track and follow up on specific area (customer service) projects, and deliver results through KPIs, metrics, and other area reports.
- Computer literate with experience in Word and Excel
- Comfortable working in a remote location but not a remote position
This job posting may have multiple locations listed. You may work remotely and not be offered to relocate.
Benefits included will be discussed with you by your recruiter during the hiring process, like medical benefits, life insurance and more.
**About us**:
**PPG: WE PROTECT AND BEAUTIFY THE WORLD**
**The PPG Way**
Every day at PPG:
**We partner with customers to create mutual value.**
**We are "One PPG" to the world.**
**We trust our people every day, in every way.**
**We make it happen.**
**We run it like we manage it.**
**We do better today than yesterday - everyday.**
Benefits will be discussed with you by your recruiter during the hiring process.
