Customer Service- Monterrey

Provides telephone and online support to customer’s and field service technicians in obtaining required parts including research, order placement and follow up to ensure that the customer’s needs are met in a timely manner.

Responsibilities

1. Responsible for receiving the incoming phone calls from external and internal customers.
2. Responsible for addressing all business-related email correspondence.
3. Placing orders for parts sales.
4. Researching the required parts using the available sources: Elib, I-Base SAP, HQ Technical Support etc.
5. Assists with processing the warranty claims and filing the claim with HQ.
6. Supports the internal customers with acquiring the required info: AR, AP, M2P, Warehouse etc.
7. Back up to shipping/receiving inquiries from customer: tracking the shipments, setting up a backorders from HQ, notifying the Warehouse personnel re special requests from the customers etc.
8. Follow up on open customer issues/requests.
9. Perform other related duties as assigned.

Requirements

1. High school diploma or higher.
2. Previous customer service experience preferable in an industrial/parts environment.

3. Solid knowledge of Word & Excel & E-mail.  Experience with ERP system doing order entry, quotes and inventory look up.
4. Previous working experience in SAP system is highly preferable.
5. Must be good team player.
6. Works well independently when needed, detail oriented, excellent written communication skills.
7. Available to perform on-call duties when required.
8. Speak/Read English basic level