Customer Service Representative Mexico, Acg Capsules

Acg Worldwide; Xico; Presencial; MXN 447,000 - 627,000; Jornada completa

Descripción de la vacante

A leading pharmaceutical company is seeking a dedicated professional to handle order processing and customer service management. The role requires proficiency in SAP and strong communication skills to address customer inquiries and complaints effectively. Responsibilities include managing order fulfillment timelines and coordinating with logistics for timely deliveries. Ideal candidates will possess knowledge of the pharmaceutical industry and have experience fostering customer relationships. This position is based in Mexico City with opportunities for internal process improvement.

Formación

• Strong influencing skills to manage customer relationships.
• Proficiency with SAP for order processing and management.
• Excellent communication skills to interact with customers and internal teams.
• Good understanding of the pharmaceutical industry.

Responsabilidades

• Receive and process orders through the SAP system.
• Manage customer inquiries and complaints effectively.
• Ensure timely closure of customer queries.
• Coordinate with logistics teams for delivery schedule updates.
• Prepare and provide shipment documents to customers.

Conocimientos

Influencing

Knowledge of SAP

Communication

Knowledge of Pharma Industry

Descripción del empleo

Date : Apr 11,

Location : Mexico City, Mexico

Company : ACG

• Group Company
• ACG CAPSULES

Primary Responsibilities

• Receive and process orders through the SAP system, ensuring accuracy and validation.
• Prioritize and process orders following First-In-First-Out (FIFO) procedure.
• Manage order fulfillment timelines and keep customers informed of delivery schedules.
• Arrange samples for new customers and maintain inventory according to established stock levels.
• Follow up with back office to ensure to get shades and artwork development and forward to respective customer and get approval and maintain customer wise record.
• Respond to incoming customer calls, inquiries, and complaints.
• Follow up with customers for outstanding balances and address any concerns.
• Proactively manage smaller accounts to foster long-term relationships.
• Maintain accurate customer records and track complaint resolution processes.
• Coordinate with logistics teams to update delivery schedules upon arrival in the US.
• Prepare and provide shipment documents (invoices, packing lists, Certificates of Analysis) to customers.
• Manage and provide container documents for warehouse and broker communication.
• Work with sales managers to complete New Product Development forms and facilitate shade & composition development.
• Support lead generation efforts by contacting existing customers for potential new orders.
• Prepare pricing documentation for repeat customer orders.
• Visit key customers along with TSMs to maintain customer relationship.

Internal process

• Ensure timely preparation and submission of reports as required by internal stakeholders.
• Conduct internal audits and ensure compliance to defined SOPs as per Q&RA norms.
• Collaborate with the team to identify and implement process improvements.

Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work.

The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting manager and HR.

Key Result Areas

• Customer Effort Score (CES)
• Timely closure of customer queries & complaints
• Strike rate conversion (through shade, artwork & samples) - plan vs actual
• On time despatch for orders
• Inside Sales Budget (Plan versus actual)

Key Interfaces

• Internal Interfaces
• Sales (Regional, Zonal & TICs)
• Supply Chain Management (Central Planning, Logistics, Procurement, Plant level SCM)
• Quality & Regulatory Affairs (incl. Shade Development)
• Metalcrafts (for artwork)
• Product Management
• Operations
• Marketing
• External Interfaces
• Customers, Warehouse and Transporters

Competencies

• Influencing
• Knowledge of SAP
• Communication
• Good knowledge of Pharma Industry