PRODUCT SUPPORT REPRESENTATIVE

PRODUCT SUPPORT REPRESENTATIVE
SUMMARY

The Product Support Representative provides support to customers and account managers with orders, follow-up, forecast and all administration regarding order, communications and delivery of the department product.

DUTIES AND RESPONSIBILITIES:
Customer Service -Providing customer service to existing customers.
Order Processing - Order entry, follow-up and timely delivery.
Team Support - Support Account Manager.
Order Coordination – Provide support with supply chain requirement for manufacturing to forecast.
Monitor Backlog - Monitoring backlog weekly.
Communications External/Internal - Communication with customers and account managers.
Data Entry – All processing is handled thru data entry using AS400
Special Order Handling - Expedite orders, reschedules, immediate shipments and coordinate orders or shipments with instructions as necessary.
Tracking Shipments - Logistical support, track shipments.
Team Support/Other - Working with and supporting Coordination.
Administration - Other administrative duties pertaining to a particular account (special requirements, reports, implementing special instructions etc.).
Improvements - Identify needs and improve process.

KEY RESPONSIBILITIES:
Respond to client requests through the different communication media.
Answer phone calls.
Give immediate response to requests.
Information to internal clients of client requests.
Prepares credit notes.
Review and file of invoices for logistic expenses.
Follow-up payments or special situations with suppliers
Work customer orders and generate Pick slip
Generate, send and file: goods releases, obtain POD, invoices to customer.
Attention to emergencies

JOB QUALIFICATION REQUIREMENTS:
Minimum High School Graduate or equivalent (Preparatoria, CCH, ColBach, CECyT, TSU). Preferred University degree in Business Administration, Accounting, International Trade, Industrial Engineering, or similar.
Proven experience (minimum 3 years) in a busy customer service environment, understanding of manufacturing function, logistics and trade cycle.
Foreign trade knowledge (customs procedures, shipment tracking) is a plus.
Proficient computer skills, with specific knowledge on: Microsoft Office, CRM (Sales Force), MS Teams, SAP, AS400 is a plus.
Proficient skills on data entry (orders, tracking shipments, making invoices).
Knowledge of automotive portals is a plus.
Numeric ability.
Excellent verbal and communication skills, ease of expression and communication.
Advanced fluent English (excellent command spoken and written, needs to interact on daily basis with foreign staff).
Proactive, responsible, punctual, goal oriented.
Domain and personal self-control.
Problem solving orientation.
Organized with an understanding of information flow.
Full time availability.
Emotional intelligence.
In case of need, must be able to work from home (space availability and internet service required).
Valid passport and US Visa preferred.
Valid driving license preferred.
Minimum age 28 years old.

WHAT WE OFFER:
1. Salary: Monthly gross $32,500 MXN, up to $35,000 MXN upon skills.
2. Benefits: Sales bonus (up to 10% salary) Life insurance. Mandatory law benefits on vacation bonus (prima vacacional & Aguinaldo)

Milenio III.