Jr. Customer Resolution Representative

Location: Ciudad Guadalupe Centro

Job Summary
Responsible for supporting all channel customers by providing exemplary proactive order management support. Responsibilities may be, but not limited to: order entry, simple to difficult order and project management, intake of all customer inquiries and resolution ownership of any task, regardless of domain. Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded. Candidate should expect to become an expert capable of training and teaching others.

Expect to be responsible for documenting knowledge and process.

Key Tasks & Responsibilities (Essential Functions)

Internal Agency:
Provide standard target pricing when requested;
Provide guidance and support when non-standard pricing is required
Provide internal and external crossover support when requested
Make suggestions for alternate options within fixture families
Gather appropriate internal/external parties to solve problems

Order Management:
Support more medium to hard order/project management after entry through shipment
Coordinate shipping internally and externally to meet customer need
Use and inform Power BI reporting to monitor assigned regions orders proactively to ensure delays, issues, or improvements are communicated
Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner;
Inform internal rule / policy changes to reduce these holds/delays
Act as liaison/translator between internal partners and customer while developing internal relationships outside the context of a problem
Develop solutions for medium to hard level order issues, leveraging business relationship with ABL matrix partners as needed.

Intake:
Point of contact for the entire CX Org to act as navigator for customer
Resolve “tier 0” problems outside of Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible to ensure customer resolution
Seek to “learn everything” (product process etc.) to ensure an increase of issues that are fully resolved in the moment
Ask probing questions to collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information

Company Initiatives:
Active contributor in annual initiatives to increase the industry service level
Active contributor in annual initiatives to improve team productivity

Skills and Minimum Experience Required
Bachelor Degree
Advanced English skills
Customer service experience
Demonstrated empathy for others At ease in tense situations
Excellent communication and organizational skills
Computer skills - proficiency with Microsoft Office tools and technical aplitude to learn new software tools.
Ability to work both independently and as a team player who can contribute to an inclusive environment.
Analytical and problem solving skills - able to identify critical situations and use good judgment to respond in a timely manner
Consults appropriate stakeholders before making critical decisions
Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer.
Passion for learning and an ardent desire grow/change/constantly become best version of self