Order Management Associate (Pacifico, Tijuana)

Brady Mexico S. de R.L. de C.V.; Baja California; Presencial; MXN 25,000 - 45,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dedicated customer service representative to provide exceptional support to clients. This role involves classifying customer inquiries, managing orders, and ensuring timely communication. The ideal candidate will be bilingual in English and Spanish, possess strong communication skills, and have a keen attention to detail. Join a dynamic team where your contributions will directly impact customer satisfaction and operational efficiency. If you thrive in a fast-paced environment and enjoy problem-solving, this opportunity is perfect for you.

Formación

• 1 year of job-related experience required.
• Experience in a manufacturing environment is preferred.

Responsabilidades

• Categorize Pega cases according to standard work procedures.
• Review incoming orders and escalate issues to leadership as needed.
• Collaborate with Customer Service and Quality teams.

Conocimientos

Bilingual in English & Spanish

Verbal and written communication skills

Basic computer skills

Time management

Attention to detail

Problem identification and escalation

Collaboration and teamwork

Educación

High School diploma or equivalent

Herramientas

Google applications

Descripción del empleo

·Provides new and existing customers with the best possible service in relation to customer inquiry classification and clarification duties. Thoroughly reviews incoming faxed or emailed requests for key information. Other responsibilities as assigned.

• High School diploma or equivalent.
• 1 year of job-related experience.
• Bilingual in English & Spanish, 90% written, 95% spoken.
• Good verbal and written communication skills.
• Basic computer skills
• Understands customer preference needs and concerns.
• Previous experience following standard work procedures with a moderate degree of supervision.
• Ability to identify a problem and or issue, and be able to escalate to the manager when needed.
• Time management and prioritization, timely follow skills.
• Strong attention to detail in a highly dynamic and changing environment.
• Build relationships and collaboration with other departments, team player, willing to share job knowledge.
• Demonstrates the ability to listen to others and integrate alternate points of views in resolving an issue.
• Receptive to coaching and constructive feedback.
• Identifies problems and root causes for solutions.
• Experience with Google applications.
• Manufacturing environment experience

Responsibilities and Authority

• Categorized timely and accurate Pega cases according to standard work procedure.
• Reviews incoming orders to identify the correct department to categorize it.
• Understands the need for escalation to leadership relative to barriers that impede case categorization.
• Inform management of any systems malfunctioning so it’s quickly addressed.
• Completes daily follow up for customer’s ops reschedule orders through email communication.
• Follow up on undeliverable orders with the customer to collect the correct shipping address
• Accountable to hitteam metrics including Triage accuracy and cycle time.
• Accountable to hit individual metrics including quality and productivity
• Collaborates cross-functionally with Customer Service and Quality.
• Performs core job responsibilities with limited supervision and in accordance with standard operating processes.
• Active engagement on daily management meetings.
• Other tasks assigned