Customer Service Coordinator

Ormco; Mexicali; Presencial; MXN 778,000 - 1,038,000; Jornada completa

Descripción de la vacante

A global leader in orthodontic products is seeking a Customer Service Liaison in Mexicali, responsible for ensuring effective communication between Operations and Customer Service. The role involves managing customer inquiries and service requests, coordinating strategies to enhance customer experiences, and analyzing performance metrics. Candidates should possess a Bachelor's degree, preferably 5 years of experience in the medical device industry, and strong communication skills. This position offers a dynamic work environment focused on delivering the highest quality service.

Formación

• 5 years of experience in the medical device industry preferred.
• Strong empathy and customer service skills are essential.
• Proficient in using Microsoft Office applications.

Responsabilidades

• Facilitate relationship between Operations and Customer Service.
• Respond to customer inquiries related to products and services.
• Coordinate cross-functional strategies to enhance service experience.

Conocimientos

Excellent customer service skills

Interpersonal skills

Problem-solving skills

Teamwork and collaboration

Advanced English proficiency

Educación

Bachelor's degree in Industrial Engineering, Business Administration, or related fields

Herramientas

Microsoft Office suite

Descripción del empleo

Job Description

Responsible for facilitating the relationship between Operations and the Customer Service department, ensuring agile communication, a positive service experience, and the timely fulfillment of deliveries and customer requirements, including support for VIP accounts.

Primary Duties And Responsibilities

• Respond to customer inquiries and address requests related to available products and services.
• Listen to customer requirements and complaints to identify root causes and support effective resolution.
• Select appropriate solutions to customer issues and work efficiently to resolve them.
• Anticipate customer needs by following up with existing clients to offer new orders or additional services.
• Serve as the liaison between internal departments to provide clear and concise responses to the end customer.
• Coordinate cross‑functional strategies to enhance the service experience for our customers.
• Utilize the company’s continuous improvement system to optimize processes and customer service performance.
• Prepare executive presentations, including OTD (On‑Time Delivery) and Lead Time metrics.
• Analyze data to develop Pareto charts, performance dashboards, and other analytical reports.
• Manage customer orders, complaints, and service requests.
• Ensure timely follow‑up on calls, emails, and ticketing system cases.

Education/Experience/Requirements

Job Requirements:

• Bachelor’s degree completed (Industrial Engineering, Business Administration, Marketing, or related fields).
• Preferably 5 years of experience in the medical device industry.
• Excellent customer service and interpersonal skills, with strong empathy.
• Proficient computer skills and experience with Microsoft Office suite.
• Advanced English proficiency (95%).

Preferred Qualifications

• Teamwork and collaboration.
• Problem‑solving skills.
• Strong organizational, analytical, and written communication skills.
• Critical thinking and sense of urgency.
• Diploma or certification in Customer Experience (CX).

Operating Company

Ormco is a global leader and innovator of high-quality orthodontic products and solutions, including brackets and wires. For more than 60 years, our team has partnered with the orthodontic community to help create over 20 million smiles in more than 140 countries. We build trusted relationships. Each one is rooted in respect and understanding. We take that approach when we help orthodontists achieve their clinical and practice management objectives. We take the same approach when we help our team bring their personal best to work each day, ready to make a difference and reach their full potential.