Customer Service Coordinator

Position: Customer Service Coordinator

Location: Monterrey, Nuevo León

Summary:

• Team Lead of Customer Service Team. Provides frontline support to Stategic Customers throughout the sales cycle, from order reception and processing to the delivery of requested products, assuring a sustainable service level (95% OTIF).

Major duties & Responsibilities:

• Supervises and guides the Customer Service Representatives
• Training and support to the CS Team
• Builds and cultivates relationships with customers.
• Promotes meetings with other areas in order to solve problems.
• Maintains regular communication with sales and customers and carries out order-entry process.
• Coordinates and follows up on sales orders, along with other departments (planning, production, procurement, logistics, warehousing, quality and sales) to meet required delivery dates.
• Resolves sales and customers' inquiries and supports them in emergency situations.
• Identifies out or in rule orders according to the decision grid for the CS department.
• Promotes customers' adherence to supply agreements and inventory policies (MTS, MTO, MTO-E, MOQ).
• Negotiates lead time for sales orders, with customers or internally.
• Negotiates, monitors and communicates order status to internal and external customers.
• Receives, processes and monitors customer complaints and/ or material rejections.
• Requests inter-plant transfers of allocated finished goods on a timely basis.
• Generates and analyzes service level reports of his/her own accounts.
• Participates in root cause analysis for any problem or event, and for all the missed orders.
• Coordinates, along with sales and finance, the release of accounts on credit hold.

Knowledge and Experience:

• Bachelor’s degree in Administrative Areas.
• 3 years of experience in customer service, planning, procurement, or sales areas as Team Leader.
• Experience in the food industry is highly preferred.
• Handling an extensive portfolio of products
• Managing a high volume of purchase orders
• Fully bilingual.