Customer Service Representative - Ciudad de México - Cochlear Ltd

Descripción

Customer Service Representative


Job no: 615835


Work type:
Permanent


Location:
Mexico City, Mexico


Categories:
Customer Service, North America, Individual Contributor


Responsibilities:

• Be the primary liaison / contact with assigned customers, MEX operations team and LAT field team
• Assist Walk-In customers with their requests in a timely manner.
• Responsible for entire order process from receipt of the order, entering the order and following it through to its final destination.
• Manage issues, work internally and crossfunctionally with relevant departments, including other customer service groups, customer care team members, credit, reimbursement, marketing and materials personnel to resolve issues
• Manage customer expectations by providing clear data which represents actual account activity (eg turnaround times, number of return materials authorization (RMA's),order processing)
• Investigate needs of the customer and gather relevant information to support this requirement
• Escalate any issues to Customer Service Manager.
• Review and process order forms and Purchase Orders placed by customers and report corrections needed.
• Prepare documentation as required for each type of shipment.
• Coordinate with customer document preparation in accordance to local needs.
• Coordinates with warehouse staff accurate preparation of shipments as per customer specific instructions.
• Escalate any issues to Customer Service Manager.
• Review and process order forms and Purchase Orders placed by customers and report corrections needed.
• Prepare documentation as required for each type of shipment.
• Coordinate with customer document preparation in accordance to local needs.
• Coordinates with warehouse staff accurate preparation of shipments as per customer specific instructions.
• Responsible for processing system orders efficiently and in a timely manner to ensure that surgeries and activation dates are met.
• Responsible for entering daily phone order requests that include replacement and spare parts from customers
• Comply with cycle time and process target rates.
• Responsible for updating customer's information following established processes

Requirements:

• Bachelor's degree preferred.
• Minimum of 35 years experience in customer service, inside sales or account management, preferably in the medical field.
• Must be highly organized and detail oriented.
• Excellent written and oral communication skills and ability to effectively communicate with customers.
• Intermediate computer skills in various software packages, including Windows XP, but specifically Excel
• Intermediate English.
• Analytical thinking and problem solving.
• Able to align work with company strategy and direction.
• Teamwork skills.
• Assertive communication skills.
• Driven and achievement oriented.
• Able to set goals and objectives at the individual, team and department levels.

Advertised: 15 Feb 2023 SA Pacific Standard Time

Anticipated Application Closing: 15 Mar 2023 SA Pacific Standard Time