LATAM Customer Service Specialist (CDMX)

The Customer Service Agent must:

• Create quotes based on customer requirements and commercial agreements between ASP and the customer’s company.
• Enter and process all incoming orders, including SFDC, EDI, web portal, emails, and phone calls.
• Enter and process returns and the corresponding credit notes.
• Respond to all customer inquiries in a timely and accurate manner.
• Provide, within established timelines, appropriate solutions and/or alternatives to resolve customer complaints.
• Maintain customer records updated with accurate account information.
• Demonstrate knowledge of products, services, and internal procedures to effectively guide customers toward a solution.
• Maintain a high level of commitment to delivering an exceptional customer experience.
• Coordinate activities and processes between ASP and service providers, including internal and external partners.
• Coordinate order management activities between the Customer Service team and internal departments (e.g., Planning, Logistics, Marketing, and Sales).
• Identify deviations in operational processes, propose countermeasures, and resolve complex issues proactively.
• Develop reports and perform trend analysis on key performance indicators (KPIs) related to order management.
• Identify opportunities for improvement in operational processes, propose enhancements, and support the design and implementation of optimized processes.
• Be responsible for communicating business issues or opportunities to the next level of management.

Years of Related Experience:

• More than 5 years of experience in a customer service position.
• Minimum of 2 years of experience in a Sales or Marketing support position

Minimum of 2 years as regional LATAM Customer Service
Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations:
(Include any required computer skills, regulatory knowledge, certifications, licenses, languages, cognitive and behavioral abilities etc.)

• Extensive knowledge of customer service and order management, including capital goods processing.
• Knowledge of group purchasing organizations (GPO), government contracts and healthcare compliance.
• Computer skills with an emphasis on Excel, Word, SAP, PowerPoint and Outlook.
• Strong time organization skills.
• Extensive knowledge in SAP system, SAP 4 HANNA is an advantage.
• Excellent verbal and written communication skills, both in Spanish and English.
• Experience working within a matrix organization with the ability to collaborate with multidisciplinary teams and drive progress.
• Knowledge of order entry and case management. Tracking within a customer relationship management tool, example: Salesforce.com
• Knowledge of Supply Chain processes (Inbound, Outbound, Planning) is highly desirable.
• Knowledge of Incoterms and documents for export markets in LATAM is highly desirable.

Here are some examples of the traits we value for this role:

• Attention to detail and precision.
• Strong sense of urgency.
• Strong sense of teamwork and customer satisfaction
• Medical Device / Life Science work experience preferred