Customer Support & Logistics Specialist

FloWater; México; Remote; MXN 333,000 - 375,000; Full time

Benefits offered by this job

Healthcare stipend

Paid time off

U.S. holidays observed

Job summary

FloWater is seeking a customer-focused contractor to support inquiries via Zendesk and document interactions in NetSuite, while coordinating with technicians and service providers to resolve issues. Strong English, 1–3 years in related roles, and experience with NetSuite and Zendesk are required.

The role involves handling billing inquiries, product information, and logistics tasks, with cross-functional collaboration and travel to the U.S. as needed.

Qualifications

• 1-3 years in operations coordination, account management, customer support, or a related logistics role.
• High school diploma required; a four-year degree is preferred but not mandatory.
• Excellent English language proficiency, both spoken and written.
• Experience with NetSuite, Zendesk, and G‑Suite is preferred.

Responsibilities

• Manage and resolve customer inquiries through Zendesk while meeting SLA expectations for response times, ticket resolution, and CSAT scores.
• Accurately document customer interactions in Zendesk and update records in NetSuite.
• Coordinate with technicians and service providers to ensure timely issue resolution, including dispatching service requests when needed.
• Communicate efficiently with the Support Team via Slack, email, and Zoom.
• Assist with topics such as Refill Station servicing, filter replacements, billing inquiries, and general product information.
• Use macros and scripts to provide quick, clear, and professional responses across all communication channels.
• Escalate unresolved issues to the appropriate team members when necessary.
• Manage freight and logistics coordination, including working with 3PL warehouses, LTL freight partners, and small-parcel shipments.
• Audit and validate data in NetSuite to ensure accuracy in reporting and customer records.

Skills

Customer service

Operations

Account management

Logistics coordination

Education

High school diploma

Bachelor's degree preferred

Tools

NetSuite

Zendesk

G‑Suite

Job description

FloWater is seeking a customer-focused contractor to support inquiries via Zendesk and document interactions in NetSuite, while coordinating with technicians and service providers to resolve issues. Strong English, 1–3 years in related roles, and experience with NetSuite and Zendesk are required.

The role involves handling billing inquiries, product information, and logistics tasks, with cross-functional collaboration and travel to the U.S. as needed.