Customer Service Specialist

EPTA GROUP; Santiago de Querétaro; On-site; MXN 320,000 - 420,000; Full time

Job summary

EPTA GROUP in Querétaro, Mexico seeks a customer service specialist to handle a variety of incoming calls and fulfill customer needs, ensuring satisfaction. You will enter orders in SAP, process quotes and payments, and support order fulfillment.

Responsibilities include managing customer accounts, issuing RMAs, handling warranty claims, and researching inquiries with SAP, Smartsheet, and BPCS. 1–3 years in related service roles and English proficiency are required.

Qualifications

• 1-3 years of related experience in customer service (quoting, logistics, after sales).
• High school diploma required; bachelor’s degree preferred.
• Excellent interpersonal and communication skills; strong in English.

Responsibilities

• Enter customer orders into SAP with high accuracy and manage quotes and orders.
• Process credit card payments and ensure proper invoicing documentation.
• Create and manage customer accounts, including address records.
• Process warranty claims and RMAs for returns and credits as needed.
• Answer incoming calls to assist customers and provide timely updates.
• Research inquiries, locate invoices, track shipments, provide packing slips.
• Manage pricing requests and product availability using SAP and Smartsheet.
• Navigate SAP and BPCS for order management and product tracking; use TSS search.

Skills

Interpersonal skills

Communication skills

Attention to detail

Teamwork

Results orientation

Problem solving

English advanced

Education

High school diploma

Bachelor's degree preferred

Tools

SAP

Excel

Smartsheet

BPCS

TSS database

Job description

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.

Your jou rney

Attention to detail, teamwork, results orientation.

Additionally, you have the following:

• High school diploma (Bachelor’s degree is preferred)
• 1- 3 years related experience in customer service (quoting, logistics, after sales etc)
• Excellent Interpersonal and communicationskills
• Possesses the ability to oversee multiple tasks, stay organized, and focus on details.
• May require advances problem solvingskills
• SAP, Excel
• English advanced

Your contributio n

• 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.
• 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.