Customer Service Representative

Customer Service Specialist

The Customer Service Specialist is part of the customer service team working directly with delivering excellent service for Client customers, maintaining high customer satisfaction in line with the company objectives. This position acts directly in the execution of the daily orders processing and has the commitment to properly execute it, in alignment with the company order to cash process and area leadership guidance. The Customer Service Specialist provides logistic, administrative, and financial support for the completion of sales orders while regularly communicating with new and existing customers. The Customer Service Specialist works closely with the external sales team and customers in the processing of the orders and supports the customer during all his purchase and product receive experience. He / She will engage with the internal teams regarding orders, delivery date allocations and forecasts, transportation, and invoicing. The Customer service specialist represents Client to customers that reach or support for addressing their purchase pretentions and any other needs during it processing. Accountability and ability to solve complex issues through active communication, keep accurate registers of all the order to cash process in the company systems as well as deep commitment to provide a distinct customer experience are critical.

Main Tasks and Responsibilities:

• Execute the complete order entering process in the ERP system.
• Guarantee order processing at designed regions evolves towards reaching stablish targets.
• Work directly with customers regarding orders to communicate price and delivery times.
• Active and by demand contact customers providing product availability updates.
• Trace shortages in planned shipments and ensure the correct delivery time is scheduled in consultation with Supply Chain.
• Manage documents preparing for/after invoicing, including providing quotes and preparing/exporting Certificates of Origin (if applicable).
• Handle the Letters of Credit, cash against documents and documents against acceptance.
• Handle internal processing and communications for pending files and log documentary credits.
• Check general terms and conditions for in country and exportation orders.
• Work in conjunction with Finance department in regard to customer inclusion, late payments and other hold or stop customer relationship as needed.
• Communicate actively with:
  • Supply Chain (material planners) regarding delivery times.
  • Finance department concerning invoicing and payments.
  • Customers and Sales about orders and quotations.