Representante del servicio de atención al cliente

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About the role

The Customer Service & Sales Support Department is a key department in our organization managing external but also internal stakeholders. The primary responsibilities are to process the orders and shipment accurately and timely, providing excellent customer service and building strong customer relationships through courteous and prompt resolution to inquiries and problems. Additional responsibilities include creation and maintenance of customer and pricing master data, follow up on open order status and order book maintenance and providing support to the Sales team.

Responsibilities

• Receiving and processing of sales orders in a timely and accurate manner, issuing order confirmations, issuing Product Information Sheets, communicating with operations, engineering and sales teams as needed.
• Issuing pro-forma invoices for cash in Advance (CIA) accounts, pre-production deposits, checking account blocks and solving issues with the Finance Department when necessary.
• Pro-active review of open orders due for delivery creation and coordination of outbound shipping processing, communicating with customers to optimize shipments and follow up with finance on blocked deliveries.
• Daily check of open deliveries and shipment status.
• Ensuring timely shipments and coordinating with customers and shipping plants FCA / EXW collections.
• Escalate orders being late picked & packed and or late shipped / picked up.
• Request freight quotations and update orders or outbound deliveries after validation with the CS & SS Manager.
• In a timely manner, issue invoices for export and request freight forwarder all necessary transport & export documentation (i.e. certificates of origin, EUR1, ATR, etc.).
• Reply to inquiries from customers regarding, stock availability, sales order and shipment status, products and services.
• Processing requests for product samples, spare parts and literature and preparation of mass mailings.
• Attention to phone calls and prompt call distribution.
• Issuing in the ERP system RMA’s (Returns Material Authorization) for repairs or customer returns, requesting internal approval and coordinating the collection with the logistic department or partners.
• Creates and maintains customer master data in the company’s ERP and CRM systems, making sure both systems are up to date simultaneously.
• Assists with the preparation of proposals, sales reports and other clerical sales support.
• Registering all complaints or errors concerning product quality, delivery or customer service using the established processes for quality control and ensuring timely and adequate follow up on open sales force tickets (NCR / OFI).
• Contributes to driving operations scorecard KPI’s to or over their set targets.
• Actively supports Pelican’s Quality Objectives and contribute to Quality Management System as assigned.
• Processing of sales leads into the company’s CRM and follow up on status, reporting to sales directors as required.
• Can be called for attending Peli trade shows.
• Performing other duties as assigned by a Customer Service & Sales Support Manager, particular back up for reception, courier shipments.

Qualifications

Required Skills

Preferred Skills

Pay range and compensation package

Details regarding pay range or salary will be discussed during the interview process.

Equal Opportunity Statement

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.

Seniority level

Seniority level

Associate

Employment type

Employment type

Full-time

Job function

Job function

Customer Service

Packaging and Containers Manufacturing

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