Service & Project Support Specialist

Epta-Group; Santiago de Querétaro; Presencial; MXN 201.000 - 268.000; Jornada completa

Descripción de la vacante

Epta-Group in Querétaro, Mexico seeks a customer service professional to handle a variety of incoming calls, process orders, and ensure customer satisfaction across channels.

You will enter orders in SAP, manage quotes and shipments, handle payments and invoices, and support RMAs and warranty claims while maintaining accurate customer records.

Formación

• High school diploma or equivalent; bachelor’s degree preferred.
• 2 years related experience in processing orders, inquiries, and returns.
• Excellent interpersonal and communication skills.
• Ability to manage multiple tasks with organization and attention to detail.
• Advanced problem solving skills.

Responsabilidades

• Enter customer orders into SAP with high accuracy, process quotes and sales orders, and manage order tracking and fulfillment.
• Process payments and ensure correct documentation for orders and invoices, including commercial and vendor invoices.
• Create and manage customer accounts, including Sold-to/Ship-to addresses and maintain customer information.
• Process warranty claims, RMAs, and handle credit/debit memos as needed.
• Answer incoming calls to assist with customer requests and provide prompt updates.
• Research to resolve inquiries, locate invoices, track shipments, and provide packing slips.
• Verify part numbers using various systems and identify parts using serial numbers; compare BPCS and SAP data.
• Provide parts shipping photos to aid order tracking and validation.
• Manage pricing requests and product availability using SAP and Smartsheet.
• Navigate SAP and BPCS for order management and product tracking; use TSS database search.
• Engage in team development activities for root cause analysis and process improvements.

Conocimientos

Customer service

Interpersonal skills

Multitasking

Attention to detail

Problem solving

English proficiency

Educación

High School Diploma

Bachelor’s degree preferred

Herramientas

SAP

Excel

Descripción del empleo

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.

Requirements:

• High school diploma or an equivalent combination of education and experience. Bachelor’s degree or equivalent is preferred.
• 2 years related experience, processing customer orders, inquiries, and returns
• 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

Responsabilities:

• 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.
• Look up and verify part numbers using various systems and database, identify parts using serial numbers, handle nomenclature, manufacturing dates, and system comparisons between BPCS and SAP.
• Find and provide parts shipping photos to assist in order tracking and validation.
• 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.
• Participate and engage in team development activities to include root cause problem solving and process improvement initiatives.