Customer Service Agent

Rumor Avenue; México; Sur place; MXN 180 000 - 240 000; Plein temps

Résumé du poste

Polymer in Mexico is seeking a proactive Customer Service Agent to manage B2B inquiries, support sales activities, process orders, and maintain strong relationships with business clients, distributors, and partners. The ideal candidate should have excellent communication skills in English and Spanish and be able to identify sales opportunities while ensuring customer satisfaction.

The role requires handling inquiries via phone, email, and WhatsApp, coordinating with internal teams to ensure

Qualifications

• Graduate in Business Administration, Commerce, Marketing, or a related field preferred.
• 1-3 years of experience in customer service, B2B sales support, or order management preferred.
• Excellent verbal and written communication skills in English and Spanish.
• Good knowledge of MS Office, Excel, and CRM/ERP software.
• Strong customer relationship management, coordination, and problem-solving skills.
• Ability to manage multiple inquiries, prioritize tasks, and work in a shift starting at 7:00 PM PST.

Responsabilités

• Handle customer inquiries through phone calls, emails, and WhatsApp.
• Build and maintain relationships with existing and potential B2B clients.
• Generate and follow up on leads, quotations, and pending orders to support sales growth.
• Process customer orders and coordinate with internal teams to ensure timely delivery.
• Resolve customer complaints, delivery issues, and product-related concerns.
• Provide after-sales support and identify opportunities for repeat business, cross-selling, and upselling.
• Maintain accurate customer records, quotations, and order details in CRM/ERP systems.
• Prepare regular reports on customer inquiries, sales follow-ups, and order status.

Connaissances

Customer service

B2B sales support

English

Spanish

Multitasking

Formation

Bachelor's degree in Business Administration, Commerce, Marketing

Outils

CRM/ERP software

MS Office

Excel

Description du poste

Job Summary
We are looking for a proactive and customer-focused Customer Service Agent to manage B2B customer inquiries, support sales activities, process orders, and maintain strong relationships with business clients, distributors, and partners. The ideal candidate should have excellent communication skills, a customer-oriented approach, and the ability to identify sales opportunities while ensuring customer satisfaction.

Key Responsibilities

• Handle customer inquiries through phone calls, emails, and WhatsApp.

• Build and maintain relationships with existing and potential B2B clients.

• Generate and follow up on leads, quotations, and pending orders to support sales growth.

• Process customer orders and coordinate with internal teams to ensure timely delivery.

• Resolve customer complaints, delivery issues, and product-related concerns.

• Provide after-sales support and identify opportunities for repeat business, cross-selling, and upselling.

• Maintain accurate customer records, quotations, and order details in CRM/ERP systems.

• Prepare regular reports on customer inquiries, sales follow-ups, and order status.

Required Qualifications and Skills

• Graduate in Business Administration, Commerce, Marketing, or a related field preferred.

• 1-3 years of experience in customer service, B2B sales support, or order management preferred.

• Excellent verbal and written communication skills in English and Spanish.

• Good knowledge of MS Office, Excel, and CRM/ERP software.

• Strong customer relationship management, coordination, and problem-solving skills.

• Ability to manage multiple inquiries, prioritize tasks, and work in a shift starting at 7:00 PM PST.

Key Performance Indicators (KPIs)

• Customer satisfaction and retention.

• Timely response to customer inquiries.

• Lead and quotation follow-up and conversion rates.

• Accuracy of order processing and timely issue resolution.

• Repeat business and contribution to sales growth.