Sr. Customer Care Representative | Los Pinos

North American Production Sharing de México, S.A. de C.V.; Tijuana; Presencial; MXN 552,000 - 830,000; Jornada completa

Descripción de la vacante

A leading support services company in Tijuana seeks a dedicated Sr. Consumer Care Representative to provide exceptional support to consumers. This role involves resolving inquiries, managing warranty processes, and processing orders efficiently. Candidates must have over 5 years of experience in customer support, fluency in English, and proficiency in relevant software. A degree in Business or a related field is preferred. The work schedule is Monday through Friday, from 7 AM to 5 PM.

Formación

• 5+ years in a customer support role, preferably in a high-volume environment.
• Proficient in Freshdesk or similar software.
• Strong written and verbal communication skills.

Responsabilidades

• Responds to customer inquiries and resolves production and shipping issues.
• Manages warranty processes ensuring accuracy and timeliness.
• Enters and manages customer orders in NetSuite ERP.

Conocimientos

Customer support

Order processing

Fluency in English

Excellent communication

Educación

College, Associate or Bachelor Degree in Business or Related field

Herramientas

Freshdesk

NetSuite

Windows

Excel

Word

Descripción del empleo

We are seeking a dedicated and experienced SrConsumer Care Representative to join our support team.

Objective: This role involves providing exceptional support to our consumers, ensuring their inquiries and issues are resolved promptly and effectively.

Responsibilities

• Responds to customer inquiries (RMA, status, delivery, etc.).
• Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims.
• Manages the warranty process ensuring accuracy, completeness and timeliness.
• Answer incoming customer calls, chats and emails, process orders, answer inquiries and questions, troubleshoot problems and provide information and solutions in a timely and professional manner.
• Receive customer purchase orders and review them for completeness and accuracy, make direct contact with customers to resolve any discrepancies.
• Calculate VMI replenishment quantities, monitor weeks of stock in hubs.
• Enter and manage customer purchase orders in NetSuite ERP system through fulfillment in a timely and accurate manner adhering to customer required dates,
• Following established order management processes and procedures.

Qualifications

• Minimum of 5+ years in a customer support role, order procesing preferably within a high-volume call and chat center environment.
• Fluency in English.
• Proficiency in Freshdesk or similar customer support software, ERP.
• College, Associate or Bachelor Degree in Business or Related field preferred.
• Understanding of retail sales terms and processes.
• Working knowledge inOrder Management process.
• Working knowledge of Windows, Excel and Word.
• Excellent written and verbal communication.

Work Schedule: Monday through Friday 7 AM to 5 PM

Location: Parque Industrial Los Pinos