.The Opportunity:This position is onsite located in Mexico City, MX near The World Trade Center.Intermediate level position; answers routine questions and issues from external or internal customers. Frequently escalates more complex customer complaints or issues to more senior customer service representatives.8:00 - 5:00 CST (10:00am-6:00pm EDT)9:00 - 6:00 CST (11:00am-8:00pm EDT)MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)- Owns the customer request and experience from initiation to conclusion.- Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information.- Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.- Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.- Follows up with Sales Department, suppliers, and customers on any outstanding issues.- Looks for opportunities to provide solutions.- Makes recommendations on areas for process improvement.- Make decisions based on policies and past precedence, seeking guidance as necessary.- Accountable to performance metrics such as schedule adherence, productivity standards and quality standards.- Performs other duties as assigned.QUALIFICATIONS (Education/Training, Experience and Certifications)- High school diploma required; Bachelor's degree a plus- Must be bilingual in English & Spanish- 1-3 years applicable experience in a customer relationship type role (sales, call center, etc.)KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)- Strong communication skills, both verbal and written- Ability to work with members of the immediate team, as well as employees in other departments, while demonstrating the ability to work independently- Proven problem-solving skills and resourcefulness- Ability to manage multiple priorities in a fast-paced and complex environment- Good organization and time management skills- Attentive and active listening abilities- Ability to maintain composure and positive attitude during difficult times- Intermediate computer skills required; must be able to work inmultiple systems concurrently, often using multiple monitors- Familiarity with SAP system helpfulENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.Work assignments are diversified. Examples of past precedent are used to resolve work problems