Customer Experience & Order Specialist

Incora; La cantera; On-site; MXN 240,000 - 360,000; Full time

Job summary

Incora in Mexico is seeking a customer operations associate to ensure fast, accurate handling of requests and on-time delivery. You will maintain knowledge of customer requirements, manage orders, RMAs, and pricing, and work with internal teams to support buyers and suppliers.

Responsibilities include contract review, status updates, and training within the sales department, with a focus on professional communication and customer relationship building.

Responsibilities

• Know, understand, and incorporate the Wesco philosophy, value and vision in all business behavior, practice and decisions
• Maintain up to date knowledge of Wesco customer requirements and distribution methods and timing
• Maintain positive working-relationships with external customers and all inter-working departments and personnel
• Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests
• Respond promptly, professionally, and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day
• Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions
• Provide LTA contract administration support, as assigned
• Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (on a daily basis)
• Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements
• Process daily release orders system and verify against contract to ensure information is correct
• Process material returns (RMA's) as requested by the customer
• Understand and ensure proper quality flow downs are in place for contract review
• Access customer web site to update shipping and delivery status and work with customer to ensure high delivery and quality rating
• Assist in issuing shopping and inventory locator service requests
• Enter customer and/or vendor pricing into various databases to support sales quotes, vendor quotes and/or customer purchase orders
• Prepare and follow through with customer expedite request
• Train/mentor others within sales department (as assigned)
• Perform ad hoc projects and tasks (as assigned)
• Attend department or company sponsored training or meetings, as required

Job description

Incora in Mexico is seeking a customer operations associate to ensure fast, accurate handling of requests and on-time delivery. You will maintain knowledge of customer requirements, manage orders, RMAs, and pricing, and work with internal teams to support buyers and suppliers.

Responsibilities include contract review, status updates, and training within the sales department, with a focus on professional communication and customer relationship building.