LATAM Customer Service Specialist (CDMX)

Fortive; United States; A distancia; USD 65.000 - 90.000; Jornada completa

Descripción de la vacante

Fortive’s Advanced Sterilization Products (ASP) is seeking a Customer Service Agent to support complex order management across multiple channels, enter quotes and processing of incoming orders, returns, and credits, while delivering timely, accurate responses to inquiries.

You will collaborate with Planning, Logistics and Sales, maintain updated records, and drive continuous improvements in customer experience for global customers, including LATAM, with bilingual English/Spanish communication.

Formación

• Extensive knowledge of customer service and order management, including capital goods processing.
• Knowledge of group purchasing organizations (GPO), government contracts and healthcare compliance.
• Computer skills with an emphasis on Excel, Word, SAP, PowerPoint and Outlook.
• Strong time organization skills.
• Extensive knowledge in SAP system, SAP 4 HANNA is an advantage.
• Excellent verbal and written communication skills, both in Spanish and English.
• Experience working within a matrix organization with the ability to collaborate with multidisciplinary teams and drive progress.
• Knowledge of order entry and case management. Tracking within a customer relationship management tool, example: Salesforce.com
• Knowledge of Supply Chain processes (Inbound, Outbound, Planning) is highly desirable.
• Knowledge of Incoterms and documents for export markets in LATAM is highly desirable.

Responsabilidades

• Create quotes based on customer requirements and commercial agreements between ASP and the customer’s company.
• Enter and process all incoming orders, including SFDC, EDI, web portal, emails, and phone calls.
• Enter and process returns and the corresponding credit notes.
• Respond to all customer inquiries in a timely and accurate manner.
• Provide, within established timelines, appropriate solutions and/or alternatives to resolve customer complaints.
• Maintain customer records updated with accurate account information.
• Demonstrate knowledge of products, services, and internal procedures to effectively guide customers toward a solution.
• Maintain a high level of commitment to delivering an exceptional customer experience.
• Coordinate activities and processes between ASP and service providers, including internal and external partners.
• Coordinate order management activities between the Customer Service team and internal departments (e.g., Planning, Logistics, Marketing, and Sales).
• Identify deviations in operational processes, propose countermeasures, and resolve complex issues proactively.
• Develop reports and perform trend analysis on KPIs related to order management.
• Identify opportunities for improvement in operational processes, propose enhancements, and support the design and implementation of optimized processes.
• Be responsible for communicating business issues or opportunities to the next level of management.

Conocimientos

Customer service

Order management

Sales support

Time management

Teamwork

Bilingual EN/ES

Communication

Herramientas

SAP

Salesforce.com

Excel

Outlook

PowerPoint

Descripción del empleo

The Customer Service Agent must:

• Create quotes based on customer requirements and commercial agreements between ASP and the customer’s company.
• Enter and process all incoming orders, including SFDC, EDI, web portal, emails, and phone calls.
• Enter and process returns and the corresponding credit notes.
• Respond to all customer inquiries in a timely and accurate manner.
• Provide, within established timelines, appropriate solutions and/or alternatives to resolve customer complaints.
• Maintain customer records updated with accurate account information.
• Demonstrate knowledge of products, services, and internal procedures to effectively guide customers toward a solution.
• Maintain a high level of commitment to delivering an exceptional customer experience.
• Coordinate activities and processes between ASP and service providers, including internal and external partners.
• Coordinate order management activities between the Customer Service team and internal departments (e.g., Planning, Logistics, Marketing, and Sales).
• Identify deviations in operational processes, propose countermeasures, and resolve complex issues proactively.
• Develop reports and perform trend analysis on key performance indicators (KPIs) related to order management.
• Identify opportunities for improvement in operational processes, propose enhancements, and support the design and implementation of optimized processes.
• Be responsible for communicating business issues or opportunities to the next level of management.

Years of Related Experience:

• More than 5 years of experience in a customer service position.
• Minimum of 2 years of experience in a Sales or Marketing support position
• Minimum of 2 years as regional LATAM Customer Service

Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations:

• Extensive knowledge of customer service and order management, including capital goods processing.
• Knowledge of group purchasing organizations (GPO), government contracts and healthcare compliance.
• Computer skills with an emphasis on Excel, Word, SAP, PowerPoint and Outlook.
• Strong time organization skills.
• Extensive knowledge in SAP system, SAP 4 HANNA is an advantage.
• Excellent verbal and written communication skills, both in Spanish and English.
• Experience working within a matrix organization with the ability to collaborate with multidisciplinary teams and drive progress.
• Knowledge of order entry and case management. Tracking within a customer relationship management tool, example: Salesforce.com
• Knowledge of Supply Chain processes (Inbound, Outbound, Planning) is highly desirable.
• Knowledge of Incoterms and documents for export markets in LATAM is highly desirable.

Here are some examples of the traits we value for this role:

• Attention to detail and precision.
• Strong sense of urgency.
• Strong sense of teamwork and customer satisfaction
• Medical Device / Life Science work experience preferred

Fortive Corporation Overview

Fortive's essential technology makes the world safer and more productive.

We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions.

We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.

We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth.

We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.

At Fortive, we believe in growth. We're honest about what's working and what isn't, and we never stop improving and innovating.

Fortive: For you, for us, for growth.

About Advanced Sterilization Products

ASP is a leading global provider of innovative sterilization and disinfection solutions, and a pioneer of low-temperature hydrogen peroxide sterilization technology.ASP’s mission is to protect patients during their most critical moments. We support healthcare facilities in the fight to protect patients against hospital acquired infections, which are a leading cause of morbidity and mortality. ASP’s products, which are sold globally, include the STERRAD system for sterilizing instruments and the EVOTECH and ENDOCLENS systems for endoscope reprocessing and cleaning.

We Are an Equal Opportunity Employer

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].