Associate, Customer Service

About the Role

• Provide comprehensive and timely customer service, ensuring fulfillment of their requirements, order follow-up, and issue resolution, contributing to customer satisfaction and achievement of the company's commercial objectives.

Key Responsibilities

• Manage the assigned customer portfolio.
• Upload to the Oracle system and follow up on purchase orders from receipt to delivery.
• Promptly inform the customer of any deviations in delivery dates.
• Coordinate with Production, Planning, Shipments, and Quality for order fulfillment.
• Attend to and follow up on customer claims.
• Maintain constant communication with customers regarding their order status.
• Prepare sales reports and indicators.
• Identify opportunities for improvement in customer service processes.
• Participate in customer meetings when required.
• Participate in internal meetings focused on customer service.

Requirements & Tech Stack

• Experience in Customer Service, Inside Sales, or Order Administration.
• Knowledge in manufacturing processes, logistics, or supply chain (desirable in the paper industry).
• Experience with ERP / purchase order systems (desirable: Oracle).
• Intermediate Excel.
• Intermediate English (desirable).
• CRM (desirable).

Qualifications

• Completed degree in Administration, Commerce, Engineering, or related field.
• High customer orientation and follow-up.
• Knowledge of continuous improvement methodology.

Competencies

• Effective communication.
• Organization and administrative control.
• Teamwork.
• Sense of urgency.
• Problem analysis and solution.

Indicators

• Customer service level.
• OTIF (On Time In Full).
• Customer response time.
• Claim closure time.
• Number of incidents due to lack of communication.
• Customer satisfaction.
• Order entry accuracy.
• Sales indicators to be defined.