Customer Service Pl

Additional Information

Work Location: Metepec - Mexico

Job Description

Ensure order management compliance with operational processes, customers master, inventories, and documentation related to material supply, guaranteeing quality, adherence to deadlines, and accomplishing internal customers satisfaction. 
Additionally, the role aims to optimize coordination between the involved departments, providing support to the sales, customer service, logistics areas and credit and collection, ensuring an efficient flow of information and materials, while maintaining a collaborative work environment focused on problem-solving.

Responsibilities

•    Upload invoices and payment complements to customers’ portals, when present issues in the process of uploading invoices, immediate report to ATEB / GHD the issue and make the follow ups to get solved the issue.
•    Update the invoice review and upload report.
•    Provide backup support to Customer Service (Colombia and Mexico) when required.
•    Participate in meetings with the sales department.
•    Participate in meetings with the Supply Chain – OM department to align processes and activities
•    Send samples via DHL when requested by the Sales department.
•    Request samples for Grace, following up with the customs agent until the samples are received in the warehouse
•    Responsible to update the customer master for correct invoice submission.
•    Responsible for managing the customer master data for Mexico, including creation, modification, and extension when required and count with documentation support.
•    Create and follow up on Intercompany orders, ensuring the fulfillment of commitments established between the customer and the sales department.
•    Verify that the requested quantities are aligned with complete pallets and that the material codes are updated and valid.
•    Send the purchase orders with the proper instructions to the person responsible for the supply source (Germany, Brazil, Curtis Bay, Chicago).
•    Manage documentation and information for the customs agent, ensuring compliance with requirements for the nationalization of materials.
•    Responsible for storing the Quality Certificates and material extension letters in SharePoint, ensuring their availability.
•    Maintain an updated purchase orders file, with the corresponding status, for easy review.
•    Enter customs and transportation expenses for each Interco Purchasing Order into the SAP system (Liquidation).
•    Manage the entry of materials into the SAP system (Material code, Lot, Quantity, and corresponding warehouse) through Beave about GR MOV 107.
•    Manage the entry of materials into the SAP system (Material code, Lot, Quantity, and corresponding warehouse) through Beave about GR MOV 109.
•    Coordinate with the warehouses to verify the reception of imported materials, managing any necessary conditioning of the materials if required.
•    Enter claims through ENABLON system to Sourced Grace when necessary, following up until the investigation is concluded and the credit note is generated, if applicable.
•    Enter SCAR thought ENABLON system to Logistic Partners when necessary, following up until the investigation is concluded and the credit note is generated, if applicable.
•    Identify and block damaged bags to prevent billing of damaged materials.
•    Manage the approval process of credit notes and re-invoicing as support when inventory is not updated.
•    Perform twice a month a review of physical inventory against the system (Accel Toluca and Banorte).
•    Participate in meetings with other relevant departments for the position.
•    Verify that invoices sent by warehouses (ACCEL, BANORTE, ALDE) align with the services provided and comply with agreed terms.
•    Monthly update of the warehouse billing report.

Required Qualifications

Education

Graduated in Administration, and preferable but not essential to be a technologist in marketing and sales or related professions, with training in customer service, logistics, foreign trade.
English proficiency.

Experience
Minimum 2 years in customer service or similar positions and logistical duties.

Skills

•    Computer and software skills (Windows, office, SAP).
•    Knowledge in logistics 
•    Knowledge in office techniques.
•    Easiness to lead with people and conflicts
•    Excellent communication 
•    Easiness to develop / establish relationship at all hierarchical levels (Grace and Customers)
•    Organized and focused 
•    Flexibility 
•    Good time administration 
•    Attitude and pro-activity 
•    Good level of English