JOB SUMMARY
Plan, coordinate, and supervise Customer Service activities to ensure timely and efficient service, guaranteeing compliance with customer requirements, proper order management, and effective coordination with operational departments to achieve high levels of satisfaction and service.
KEY RESPONSIBILITIES
1. Supervise the handling of and follow-up on customer requirements, orders, and inquiries.
2. Coordinate the management of the complete sales order cycle, from receipt to product delivery.
3. Maintain constant communication with Production, Planning, Logistics, Purchasing, and Sales to ensure fulfillment of customer commitments.
4. Monitor critical orders, schedule changes, and situations that may impact delivery dates.
5. Coordinate the handling and resolution of customer complaints, claims, and issues, implementing corrective actions when necessary.
6. Oversee the updating and maintenance of customer and order information in the ERP system.
7. Develop and analyze performance indicators related to service levels and customer satisfaction.
8. Coordinate and develop department staff, ensuring the achievement of established objectives.
9. Participate in continuous improvement projects focused on optimizing customer service and order management processes.
10. Comply with the organization's internal policies regarding Quality, Safety, the Environment, and the Code of Conduct.
AUTHORITIES
• Ensure compliance with environmental procedures within the department.
• Identify environmental risks and opportunities.
• Oversee the proper use of resources (water, energy, materials).
• Manage waste in accordance with regulations.
• Report incidents or deviations.
EDUCATION AND EXPERIENCE REQUIREMENTS
EDUCATION
Bachelor’s degree in Administration, International Trade, Industrial Engineering, Logistics, International Business, or a related field.
EXPERIENCE
• 5 years of experience in Customer Service, Order Management, Logistics, or Supply Chain.
• Experience supervising or coordinating work teams.
• Experience in manufacturing companies.
• Experience serving domestic and international clients (desirable).
LANGUAGES
English: 85% proficiency (written and spoken)