Associate, Customer Service

About the Role

To provide comprehensive and timely customer service, ensuring the fulfillment of their requirements, order tracking, and issue resolution, contributing to customer satisfaction and the achievement of the company's commercial objectives.

Key Responsibilities

• Manage the assigned customer portfolio.
• Upload to the Oracle system and track purchase orders from receipt to delivery.
• Promptly inform the customer of any delivery date deviations.
• Coordinate with Production, Planning, Shipping, and Quality for order fulfillment.
• Attend to and follow up on customer complaints.
• 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

• Completed degree in Administration, Commerce, Engineering, or related field.
• Experience in Customer Service, Inside Sales, or Order Administration.
• Knowledge of manufacturing, logistics, or supply chain processes (desirable in the paper industry).
• Proficiency with ERP / purchase order systems (desirable: ORACLE).
• Excel intermediate.
• English intermediate (desirable).
• High customer orientation and follow-through.
• Knowledge of continuous improvement methodology.
• CRM (desirable).

Qualifications

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

Metrics

• 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.