Ingeniero-a de sistemas

The Customer Service Specialist is responsible for providing world-class customer service and satisfaction to all Mechanix Wear internal and external customers within the EMEA region. This position is often the first person a Mechanix Wear customer interacts with. The role requires knowledge of our products, our uniquely different business segments and resulting customer needs. Ideal candidates are eager to learn, confident, friendly, outgoing and willing to assist and attend to all customer requests. You will communicate with our customers and process customer orders on a daily basis which requires the ability to adapt, understand and respond in an increasingly dynamic environment.

Reporting to the Operations Manager EMEA, this role maintains customer satisfaction by quickly problem-solving issues and order management. Along with CS duties, assists with managing office supply, administration tasks such as shipments and travel coordination, and communicates with staff about office management and processes.

• Order entry and order release within our SAP ByDesign ERP system
• Answer customer requests via phone and email within predefined resolution time
• Customer troubleshooting and resolution
• Track shipments and proactively communicate with customers about deliveries
• Process approved credits and returns
• Daily communication with 3PL agents in regards to order release and shipments follow-up
• Processes customer quotations, including freight quotations and assigns appropriate lead-times; verify pricing, advise stock levels and provide tracking on orders when requested
• Maintain accurate customer data in our ERP
• Assist the Finance Department in resolving issues, including credit and debit memo entry.
• Provide customers with necessary documents related to the products and shipments.
• Assist and support the Sales Team.

Experience, Skills & Education

• 3+ years experience in a similar role
• Excellent communication skills, both orally & written in English and Spanish, any additional languages will be a plus
• Proficiency in Microsoft Office Suite : Excel, Word and Outlook, ERP (SAP by Design), Customer Support Software (Freshdesk)
• Self-directed, with a strong work ethic and able to work without direct daily management
• Customer service process development and optimization
• Fast learner

Additional Qualities Necessary

• Genuinely motivated by providing excellent service and support to customers and colleagues
• Must be well organized and demonstrate ability to prioritize, follow through on all the requests and needs per request
• Pro-active and savvy, process improvement oriented
• Ability to work under pressure, while meeting deadlines and customer expectations
• Willingness to attend training to keep knowledge and skills up to date