Representante del servicio de atención al cliente

Location: Ciudad Nezahualcoyotl

Customer Service Representative - Latin America

Snapshot of your day

A typical day in this role begins by reviewing pending deliverables and addressing customer inquiries through multiple channels (email, chat, phone). The associate analyzes each request, provides quick and effective solutions, documents the interaction in the appropriate system (SAP/CRM), and follows up accordingly.

How you will make an impact:

- Entering orders and sending order acknowledgements.
- Checking prices and requesting changes to the Channel Partner (CP) when necessary.
- Monitoring allocated material and sending shipping instructions in urgent cases.
- Requesting and confirming batch information.
- Coordinating shipments and sending export documentation to Channel Partners.
- Supporting revenue recognition when customers require financial invoices for customs.
- Assisting Accounts Receivable when needed.
- Closely following up on sensitive Red Blood Cell orders.
- Creating Salesforce cases and, when required, entering Credit/Debit Memos, Returns, and Free of Charge (FOC) orders.
- Obtaining Certificates of Origin and other certificates, sending them to customers, and entering sample orders when necessary.

Additionally, you will contribute by supporting Channel Partners, global customers, distributors, and end users through:

- Sending proper documentation such as acknowledgements (ACK), tracking numbers, invoices, and following up on orders.
- Managing comprehensive account responsibilities including price and delivery verifications, order entry, scheduled delivery date changes, forecasting, material shipment tracking and expediting, order management, and customer information maintenance.
- Requesting material allocation, coordinating shipments, investigating claims, and ensuring proper follow-up.
- Working on revenue recognition when required and maintaining close oversight of Red Blood Cell orders.
- Creating and following up on Salesforce cases, as well as generating credit/debit memos and FOC orders when needed.

Throughout the day, you will interact with internal teams to resolve complex issues and escalate when necessary, maintaining constant communication in both English and Spanish with the different areas involved, while proactively seeking opportunities to improve the customer experience.

What you bring

- Advanced English proficiency (minimum 70% in comprehension, writing, and speaking).
- Excellent communication skills and empathy.
- Ability to work in multicultural environments and under pressure.

- Experience with digital tools; SAP & CRM (Salesforce) knowledge is a plus.

Education

- Bachelor’s degree in Administration, Marketing, Communication, or related field.

Work Experience

- 3–5 years of direct customer service experience.
- Previous experience in companies with international operations is a plus.

- Compensation:
Market compatible compensation.

- Who We Are:

For 70 years, Bio-Rad has focused on advancing the discovery process and transforming the fields of science and healthcare. As one of the top five life science companies, we are a global leader in developing, manufacturing, and marketing a broad range of high-quality research and clinical diagnostic products. We help people everywhere live longer, healthier lives. Recently voted a Best Place to Work, Bio-Rad offers a unique employee experience with collaborative teams that span the globe.

Here, you are supported by leadership to build your career and are empowered to drive change that makes an impact you can see.
- EEO Statement:
Bio-Rad is an Equal Employment Opportunity/Affirmative Action employer, and we welcome candidates of all backgrounds. people with special abilities, and people of all races, ethnicities, genders, ages, and orientations are encouraged to apply.
- Agency Non-Solicitation:
Bio-Rad does not accept agency resumes, unless the agency has been authorized by a Bio-Rad Recruiting Representative. Please do not submit resumes unless authorized to do so. Bio-Rad will not pay for any fees related to unsolicited resumes.