Senior Customer Service Associate: Orders & Delivery Expert

Carrier; Santa Catarina; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Carrier is seeking an established Customer Service professional to respond to customer calls, analyze trends, and resolve moderately complex inquiries. You will collect and analyze data to identify service improvements and escalate issues when needed.

The role collaborates with Planning, Production, Purchasing, Logistics, and Sales to ensure on-time delivery and optimal customer outcomes. Proficiency in SAP and English is required, with 2–4 years of relevant experience.

Formación

• Bachelor's Degree in Industrial Engineering, Manufacturing Engineering, Mechanical Engineering, International Business, International Relations, or a related field.
• 2 to 4 years of experience in Customer Service, Supply Chain, Production Planning, Logistics, or related areas.
• Experience interacting with customers and cross-functional teams to manage orders and ensure delivery commitments are met.
• Experience working with ERP systems, preferably SAP.
• Advanced English proficiency (written and verbal).

Responsabilidades

• Communicate daily with customers to provide updated status on purchase orders, committed delivery dates, and demand-related requirements.
• Follow up on production orders to ensure compliance with established plans and proactively communicate potential risks or deviations.
• Monitor shipments and deliveries to ensure service commitments and on-time delivery targets are achieved.
• Utilize SAP to manage and track orders, inventory levels, material requirements, and operational inquiries.
• Review inventory levels and material availability to identify potential supply or fulfillment risks.
• Coordinate activities with Planning, Production, Purchasing, Logistics, and Order Release teams to ensure effective execution of operational plans.
• Escalate material shortages, capacity constraints, or production issues that may impact customer service performance.
• Generate reports and performance analyses related to inventory, delivery performance, backlog, and order fulfillment.
• Interact with customers via phone or electronic communication, providing information about products and services, discussing customer accounts, and resolving complaints.
• Use organizational and product knowledge to address complex inquiries and provide appropriate follow-up.
• Develop documentation and procedures to support the resolution of customer issues, requests, and complaints.
• Direct inquiries to the appropriate departments or personnel when necessary.
• Research available resources and information to provide customers with accurate and effective solutions.
• Collect and consolidate customer interaction data, analyze trends, and identify training and process improvement opportunities.
• Collaborate with Production, Sales, Shipping, Warehouse, and other departments to expedite or trace shipments.
• Promote products and services to support business objectives when applicable.
• Provide after-sales support for customer contracts as required.

Conocimientos

Advanced English

Cross-functional teamwork

SAP experience

Educación

Bachelor's degree in Engineering/Business

Herramientas

SAP

Descripción del empleo

Carrier is seeking an established Customer Service professional to respond to customer calls, analyze trends, and resolve moderately complex inquiries. You will collect and analyze data to identify service improvements and escalate issues when needed.

The role collaborates with Planning, Production, Purchasing, Logistics, and Sales to ensure on-time delivery and optimal customer outcomes. Proficiency in SAP and English is required, with 2–4 years of relevant experience.