CSR - Order Fulfillment Specialist - Monterrey

The Gund Company; León; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading electrical insulation manufacturer in León, Mexico is seeking a skilled customer service professional to manage the order fulfillment process, ensuring customer satisfaction. This role involves handling customer inquiries, providing technical support, and participating in process improvements. Applicants should have a Bachelor's degree and 3+ years of experience. The position offers competitive wages, a safe work environment, and opportunities for personal growth.

Servicios

Competitive wages and benefits

Regular employee feedback

Safe and healthy work environment

Formación

• Fluent in English
• Experience in a job shop or manufacturing environment is preferred.
• Ability to lead multi-disciplinary project/process improvement projects.

Responsabilidades

• Manage multiple customer accounts to exceed expectations.
• Build relationships with customers to understand their requirements.
• Provide quotes and order acknowledgments within 24 hours.

Conocimientos

Technical knowledge

Customer service

Process improvement

Relationship building

Educación

Bachelor's degree

3+ years of experience

Herramientas

CRM software

ERP-CRM systems

Descripción del empleo

Overview

Join The Gund Company, where you will find friends who will support and challenge you to crush goals that provide amazing growth opportunities. We are in the business of electrical insulation manufacturing, but we really pride ourselves in just being a group of fun, driven, problem solvers who LOVE what we do!

The Gund Company: Take Care of Each Other, Take Care of the Customer and Take Care of the Business

Job Summary

Manage the Order Fulfillment Process to ensure the complete satisfaction of the customer’s requirements.

Experienced customer service role that handles the order fulfilment process from quoting through delivery. Support the customer with technical and complex service questions. Typical customer questions are focused on account status, quote requests, order status, technical product application, service information, pricing, and lead time. Works closely with Engineering, Quality, and Management team resources to resolve any service, warranty or technical problems. May provide work direction to others.

Work assignments require deep discipline-specific knowledge and/or experience. Work activities involve regular communication with individuals both internal and external to the company. With limited oversight, this individual will document and administer processes and lead interdisciplinary teams in process improvement initiatives.

Summary of Essential Job Functions

• Manage/oversee multiple customer accounts to ensure expectations are exceeded while delivering a quality experience to the customer.
• Build relationships with TGC’s customer base to fully understand the customer’s requirements, communicate them to our production team, and determine our opportunities to earn additional business.
• Follow up on job cost performance by participating in the Gross Profit Review process.
• Demonstrate technical materials and application knowledge to offer solution options to customers including cost reduction options, value added service options, lead-time improvements, and related ideas to improve customer service.
• Use the company’s Customer Relationship Management (CRM) software to document customer interactions, requirements, and communications.
• Navigate through ERP-CRM software and database systems to enter quotes and customer orders as well as maintain and update software with customer notations.
• Provide quotes and order acknowledgements within 24 hours of request and PO. Follow up on quote status and drive home the order.
• Leverage the estimating function to focus on best practice production methods to minimize cost and provide competitive pricing to customer. Coordination with the sales team may be necessary in determining the optimal margin based on market conditions.
• Manage customer inventory requirement through use of Purchase Requisition Process
• Assist with RMA’s and NCM’s regarding customer complaints.

Requirements

Qualifications & Competencies

• An intellectual curiosity and engineering interest in technical subject matter is desired.
• Experience with a job shop, machining, and manufacturing environment a plus.
• Requires a bachelor’s degree with 3+ years of experience, or equivalent.
• Demonstrated ability to take a process from concept to implementation.
• Demonstrated ability to lead multi-disciplinary project/process improvement projects.
• Fluent in English

Physical Demands

The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers; talk and hear.

Work Environment

The work environment is typical of most office environments; occasionally, the position will be required to be on the manufacturing floor. The noise level in the work environment is usually quiet.

In addition, our employees enjoy:

• A safe and healthy work environment
• Competitive wages and benefits
• Regular employee feedback through our IDP (Individual Development Plan)
• According to the Gallup Q12 employee survey method, The Gund Company is ranked “world-class” regarding employee engagement. Please review our current career opportunities and consider applying today! We are always accepting applications for new talent to join our organization.

EEO Statement: It is the policy of The Gund Company to recruit, hire, train, and promote employees without discriminating based on race, gender, age, religion, national origin, veteran status, sexual preference, or disability.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by those assigned to a particular position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required and personnel may be required to perform duties outside their normal responsibilities from time to time, as needed.