Service & Project Support Specialist

EPTA GROUP; Santiago de Querétaro; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

EPTA GROUP in Mexico is seeking a dedicated customer service professional to handle incoming calls and fulfill customer needs. The role focuses on accurate SAP data entry, order processing, and account management to ensure high customer satisfaction.

Responsibilities include processing orders, payments, warranties, RMAs, and inquiries with precise documentation and timely responses. Strong English and problem-solving skills are required for success.

Formación

• High school diploma or equivalent required; bachelor’s degree preferred.
• 2 years related experience handling customer orders, inquiries, and returns.
• Excellent interpersonal and communication skills.
• Ability to manage multiple tasks, stay organized, and pay attention to details.
• May require advanced problem solving skills.
• Proficiency with SAP and Excel.
• English advanced.

Responsabilidades

• Enter customer orders into SAP with high accuracy and process quotes and sales orders.
• Process credit card payments and ensure documentation for orders and invoices.
• Create and manage customer accounts and addresses in the system.
• Process warranty claims and create RMAs for returns.
• Answer incoming calls to assist with customer requests and provide updates.
• Research and locate invoices, track shipments, and provide packing slips.
• Verify part numbers and perform system comparisons between BPCS and SAP.
• Check pricing and product availability in SAP and Smartsheet.
• Navigate SAP and BPCS for order management and product tracking.
• Participate in team initiatives for root cause analysis and process improvements.

Conocimientos

Interpersonal skills

Communication skills

Attention to detail

Multitasking

Problem solving

English (Advanced)

Educación

High school diploma or equivalent

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.