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post delivery resolution specialist-2 - Santiago de Querétaro, México - Sanvik Coromant
Descripción
Your challenge
In this position, your overall mission is Support and manage the workflow of post Order-To-Delivery processes, to provide an excellent customer experience in relation to complaints, recycling, repairs, reconditioning and other return and after sales requests.
To properly manage these processes, you are responsible to issue replacement orders (end customers) or issue credits (channel partners) per Sales instructions, and RMA's for receiving back nonconforming (NC) products.
You route products for complaint investigation or process handling, maintaining QC and Repairs tracking logs and prompt communications with customers, channels sales and internal stakeholders to facilitate investigations and corrections.
You are responsible to provide final responses on claims investigations to customers, and to prepare quotations of repair services, including sales price and lead time.
In the scope of repair services, you manage shipping activities and related administration to repair units
Due to critical contents, on time and accurate communications, status reporting and escalation through CRM case management and records maintenance are pivotal to secure proper handling of the workflow with customers and internal stakeholders.
Your character
We're looking for someone with a Customer Service experience or aptitude, possibly gained in a global industry, and a proven after sales and logistic knowledge. You know how to create engagement and to communicate positively with different internal and external stakeholders and to efficiently collect relevant information. You have problem solving mindset and excellent organization and time management skills.
The role is oriented to people with Bachelor's degree (preferable) or relevant qualifications in Business Administration or Engineering.
As we work in an international setting, you have excellent skills in English, both written and verbal.
You have a disposition in digital applications, with excellent computer skills and good experience in ERP system SAP, Microsoft 365 and Case Management.
We place great value on your personal qualities. You encourage improvements and deliver results, you bring an inclusive perspective and you're open minded, exploring different perspectives.
