Customer Service Analyst - Order Entry - Mexico

The Customer Service Analyst – Order Entry is responsible for providing high quality customer care to create a positive experience for our B2B customers. This role requires the ability to work in a fast-paced environment that entails the management of emails from customers, management of inbound/outbound calls, as well as processing customer orders while maintaining accuracy. 

 

RESPONSIBILITIES

• Responsible for processing quotes and orders for customers.
• Create and manage order modifications in alignment with customer requests.
• Respond to customer inquiries including order status, inventory availability, product information, order discrepancies (claims/returns), account status, pricing, and sales programs.
• Manage and assess customer-related problems or issues and develop and implement appropriate resolution in all interactions via phone and email while meeting customer experience communications standards.
• Work effectively and collaboratively with cross-functional departments, including but not limited to Pricing, Sales Administration, Transportation, Finance, Quality, Marketing, and Inside Sales.
• Ensure a thorough understanding of current technology to promptly respond to customer requests
• Perform other duties as assigned.
• Bachelor's degree
• Minimum of 2 years of customer service experience in a service industry.
• Advanced English.
• Proficient in Excel, Word, and PowerPoint; prior SAP experience is preferred.
• Ability to manage a high volume of work with accuracy.
• Demonstrated ability to work independently, cross-functionally and in a team environment.