Service Assurance Representative

Position: Customer Service Representative

Location: Monterrey, Nuevo León

Summary:

• Providing frontline support to Mexico Custom Culinary customers throughout the sales cycle, from order reception and processing to the delivery of requested products, assuring a sustainable service level (98% OFR).

Major duties & Responsibilities:

• 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 Service Assurance 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.
• Builds and cultivates relationships with customers.

Knowledge and Experience:

• Bachelor’s degree in Administrative Areas.
• 2-3 years of experience in customer service, planning, procurement, or sales areas.
• Experience in the food industry is highly preferred.
• Experience handling an extensive portfolio of products.
• Experience managing a high volume of purchase orders.
• Fully bilingual.