Customer service representative

Grupo Pesado Castro; Santiago de Querétaro; Presencial; MXN 167.000 - 290.000; Jornada completa

Descripción de la vacante

Grupo Pesado Castro is seeking a customer service/order entry specialist in Querétaro to ensure accurate order entry, timely fulfillment, and responsive customer support.

You will process orders, quotes, and payments in SAP, manage RMAs and invoicing, and assist customers with inquiries while maintaining precise records across systems.

Formación

• High school diploma or equivalent;Bachelor’s degree preferred.
• 2 years related experience: processing customer orders, inquiries, and returns.
• Excellent interpersonal and communication skills.
• Ability to oversee multiple tasks, stay organized and detail-oriented.
• May require advanced problem solving skills.
• English advanced.

Responsabilidades

• Enter customer orders into SAP with high accuracy and process quotes and sales orders.
• Manage order tracking and fulfillment; process payments and ensure correct invoicing.
• Create and manage customer accounts, including Sold-To and Ship-To addresses; maintain customer data.
• Process warranty claims and RMAs for returns; handle credit/debit memos as needed.
• Answer incoming calls, assist with requests, and provide timely updates.
• Research to resolve inquiries, locate invoices, track shipments, and provide packing slips.
• Look up and verify part numbers using SAP, BPCS, and other databases; identify parts by serial numbers.
• Manage pricing requests and product availability using SAP and Smartsheet; navigate SAP and BPCS for order management.
• Participate in team development and continuous improvement initiatives (root cause analysis, process improvement).

Conocimientos

SAP

Excel

English

Customer orders

Problem solving

Multi-tasking

Educación

High school diploma

Bachelor’s degree preferred

Herramientas

BPCS

TSS database

Smartsheet

Descripción del empleo

As a key member of the team, you will play a vital contributing to handle a variety of incoming customer calls and fulfills customer needs to ensure customer satisfaction.Requirements:High school diploma or an equivalent combination of education and experience. Bachelor’s degree or equivalent is preferred.2 years related experience, processing customer orders, inquiries, and returnsExcellent Interpersonal and communicationskillsPossesses the ability to oversee multiple tasks, stay organized, and focus on details.May require advances problem solvingskillsSAP,ExcelEnglish advancedResponsabilities:Enter customer orders into SAP with high accuracy, process quote entries and sales orders, and manage order tracking and fulfillment.Process credit card payments and ensure correct documentation for orders and invoices, including commercial and vendor party invoices.Create and manage customer accounts, including \"Sold to\" and \"Ship to\" addresses, extend customer accounts, and maintain customer information.Process warranty claims, create Return Merchandise Authorizations (RMAs) for system returns and other returns, and handle credit and debit memos as needed.Answer incoming calls to assist with customer requests, provide updates, and address concerns promptly and with a high degree of accuracy.Conduct research to resolve customer inquiries, locate invoices, track shipments, and provide packing slips.Look up and verify part numbers using various systems and database, identify parts using serial numbers, handle nomenclature, manufacturing dates, and system comparisons between BPCS and SAP.Find and provide parts shipping photos to assist in order tracking and validation.Manage pricing requests and product availability using SAP and Smartsheet Applications.Navigate SAP and BPCS systems for order management and product tracking and use TSS database search functions to find relevant information.Participate and engage in team development activities to include root cause problem solving and process improvement initiatives.