The Customer Service Specialist is responsible for understanding and communicating the customer's needs to the internal operations of the company to ensure timely fulfillment of sales orders in Mexico and Latin America. This role will manage the import and export processes within Mexico and Latin America, including tracking and tracing shipments, and communicating details to customers and account representatives.
**Position Requirements/Qualifications**:
Education: Bachelor's degree in international Trade, preferred
Logistics/Supply Chain strong knowledge.
Experience: 2+ years relevant International Trade experience in LATAM. Experience in Customer Care Management.
Experience in ORACLE, SAP or other MRP software strongly preferred.
Skills: Fluent in Spanish and English Strong communication skills
Proficient in computer systems and software (MS Word, MS Excel, Oracle, SAP)
Exceptional attention to detail Exceptional organizational skills
Travel: 0-10%
Location: Home Office, Mexico City, strongly preferred.
Fully Remote position
**Essential Duties**:_To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The duties listed below are representative of the knowledge, skill and/or ability required._
- Responsible for connecting the customer's needs to the internal operation of the company while understanding and managing the different Business Units and their different types of customers.
- Manages customers sales support activities in Mexico and LATAM for the various Business Units
- Coordinates import and export tasks, maintains close contact with customers throughout the delivery process.
- Collaborates with internal and external stakeholders to resolve discrepancies to ensure timely clearance and delivery of all shipments.
- Develops a Perfect Order Concept to increase the service levels and customer satisfaction considering the following criteria: deliveries on time, quality, documents, transportation, etc.
**Additional Responsibilities**:
- Follows appropriate procedures and company methods.
- Provides timely communication to the customer and sales representative to keep them apprised of problems, planned outages, and extended downtime.
- Participates in after-hours support when required.
- Demonstrates organizational skills by working independently and with a team.
- Follows all quality system and safety protocols by safely operating equipment, wearing proper protective equipment when required, completing safety training, keeping work areas clean and organized, and contributing to established safety goals.
- Attends and participates in sales meetings.
**Required Qualities/Attributes**:
- Good organizational skills include multi-tasking, planning, and time management.
- Ability to adjust to changing priorities.
- Good interpersonal, communication (oral and written), relationship-building, and conflict management skills.
- Results driven, self-directed and good problem-solving abilities.
- Ability to work independently and effectively as part of a team to achieve goals and objectives.
- Possesses a high ethical standard and is forward thinking.
- Possesses a bias for action and operates with the appropriate sense of urgency.
