LATAM Customer Service Specialist (CDMX)

The Customer Service Agent must:

- Create quotes based on customer requirements and commercial agreements between ASP and the customer’s company.

- Enter and process all incoming orders, including SFDC, EDI, web portal, emails, and phone calls.

- Enter and process returns and the corresponding credit notes.

- Respond to all customer inquiries in a timely and accurate manner.

- Provide, within established timelines, appropriate solutions and/or alternatives to resolve customer complaints.

- Maintain customer records updated with accurate account information.

- Demonstrate knowledge of products, services, and internal procedures to effectively guide customers toward a solution.

- Maintain a high level of commitment to delivering an exceptional customer experience.

- Coordinate activities and processes between ASP and service providers, including internal and external partners.

- Coordinate order management activities between the Customer Service team and internal departments (e.g., Planning, Logistics, Marketing, and Sales).

- Identify deviations in operational processes, propose countermeasures, and resolve complex issues proactively.

- Develop reports and perform trend analysis on key performance indicators (KPIs) related to order management.

- Identify opportunities for improvement in operational processes, propose enhancements, and support the design and implementation of optimized processes.

- Be responsible for communicating business issues or opportunities to the next level of management.

Years of Related Experience :

- More than 5 years of experience in a customer service position.

- Minimum of 2 years of experience in a Sales or Marketing support position

Minimum of 2 years as regional LATAM Customer Service

Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations :

(Include any required computer skills, regulatory knowledge, certifications, licenses, languages, cognitive and behavioral abilities etc.)

- Extensive knowledge of customer service and order management, including capital goods processing.

- Knowledge of group purchasing organizations (GPO), government contracts and healthcare compliance.

- Computer skills with an emphasis on Excel, Word, SAP, PowerPoint and Outlook.

- Strong time organization skills.

- Extensive knowledge in SAP system, SAP 4 HANNA is an advantage.

- Excellent verbal and written communication skills, both in Spanish and English.

- Experience working within a matrix organization with the ability to collaborate with multidisciplinary teams and drive progress.

- Knowledge of order entry and case management. Tracking within a customer relationship management tool, example: Salesforce.com

- Knowledge of Supply Chain processes (Inbound, Outbound, Planning) is highly desirable.

- Knowledge of Incoterms and documents for export markets in LATAM is highly desirable.

Here are some examples of the traits we value for this role:

• Attention to detail and precision.

• Strong sense of urgency.

• Strong sense of teamwork and customer satisfaction

• Medical Device / Life Science work experience preferred