Customer Service Representative

Walter Tools SA de CV

Leading manufacturer of precision tools for metal machining is looking for.

CUSTOMER SERVICE REPRESENTATIVE

Purpose:

The position of Customer Service Representative is appointed by and reports directly to the Engineering Manager.

The person in this position will be responsible for providing exceptional customer service, resolving customer issues, and ensuring a positive customer experience.

Also, this person will be responsible for order management, providing information and support for external and internal customers related to products and services into a proper time.

Essential Functions:

1. Customer Interaction: Handle incoming calls, emails, and chats from customers (internal and external).
2. Issue Resolution: Handle and address customer inquiries, follow complaints, and provide information.
3. Order Processing: Process orders, returns, and complaints efficiently.
4. Record Keeping: Maintain detailed records of customer orders, interactions, transactions, comments, and complaints into our ERP system.
5. Feedback Collection: Gather customer feedback and report it to the relevant departments for continuous improvement.
6. Team Collaboration: Work closely with all departments to ensure customer issues and/or requests are resolved promptly and effectively.
7. Sales Support: Provide weekly reports about open orders, consignment stocks, and test material.

Other Responsibilities

1. Perform other duties and responsibilities as assigned by Engineering Manager.
2. Prepare reports and presentations regarding orders management.
3. Propose process improvements and share best practices.

Qualifications (Skills, Knowledge, Abilities, Behaviours)

1. Previous experience in customer service or a related field.
2. Excellent verbal and written communication skills.
3. Strong problem-solving abilities and a proactive approach to resolving issues.
4. Ability to build and maintain positive relationships with customers.
5. Ability to remain patient and empathetic when dealing with challenging situations.
6. Proficiency in using Microsoft Office package.
7. English language at intermediate level.
8. Proficiency in using SAP and databases is preferred.

Searching area: Querétaro.

Send your application no later than April 16th, 2025.

INTERNAL: Use the intranet to apply for this position under Sandvik Vacancies, Job ID: R0076881 . This job ad applies only to those who have permanent employment within Walter or the Sandvik Group.

EXTERNAL: Read more about Walter and apply at http://www.walter-tools.com/en-gb/careers/jobs_at_walter/, Job ID: R0076881.