PL Customer Service

Description

**Job Description** Ensure customer satisfaction through providing accurate information, efficient purchase order management, and on-time delivery fulfillment. **Responsibilities** * Serve as the primary contact point for customers when discussing routine processes such as purchase orders, product availability inquiries, logistics, commercial complaints, etc. * Respond responsibly to customer requests with the goal of ensuring service satisfaction. * Receive, enter, and track purchase orders in the SAP system. * Receive the customer’s purchase order and prepare a checklist; if the order is correct, enter it into the SAP system; otherwise, inform the customer of the need for modifications. * Coordinate material deliveries with the logistics team or logistics provider. * Interact with departments including Manufacturing, Credit & Collections, Logistics, and Quality Control to ensure appropriate customer service. * When necessary, negotiate material availability with the manufacturing plant by reviewing inventory levels and customer consumption, aiming to maintain healthy company inventory without compromising customer service. * Optimize deliveries to avoid high costs and returns. * Contact customers during pre- and post-sales processes to understand their future consumption needs, inventory levels, concerns, and obtain updated forecasts. * Inform the sales team whenever customer consumption deviates 20% to 30% above or below the forecast provided by the sales team. * Maintain and/or create management reports to support the sales team when needed. * Provide up-to-date and accurate data to enable the sales team to make informed business decisions. * Communicate effectively with customers regarding price increases, logistics issues, holidays, physical inventory status, etc. * Receive and process customer complaints and requests, forwarding them to responsible departments for resolution of any issues, managing the Customer Complaints and Claims System while ensuring proper follow-up. * Maintain an updated virtual sales document in SharePoint for easy reference when required. * Responsible for updating customer master data in the SAP system to ensure correct invoice issuance. * Responsible for managing customer master data for Mexico, including creation, modification, and extension as needed, supported by documentation. * Provide backup support to Southern Cone Customer Service (Brazil, Argentina, Chile, Bolivia, Uruguay, and Paraguay) when required. **Mandatory Requirements** EDUCATION * Bachelor’s degree in Business Administration or related fields TECHNICAL TRAINING OR SPECIALIZATIONS * Proficiency in computer applications and software (Windows, Office, SAP). LANGUAGES * Advanced English (spoken and written) EXPERIENCE * Minimum of 4 years in customer service or similar roles involving logistics tasks. **Desirable Requirements** TECHNICAL TRAINING OR SPECIALIZATIONS * Knowledge of logistics, international trade, occupational safety and health. LANGUAGES * Intermediate Spanish COMPETENCIES * Team spirit. * Organized and focused. * Flexibility. * Good time management. * Positive attitude and high level of proactivity. * Strong conflict-handling ability. SKILLS * Ability to interpret folders, technical reports, information, articles, literature, etc. * Aptitude for dealing with people and conflicts. * Excellent communication skills. * Ability to develop/establish relationships across all hierarchical levels (Grace and Customers). * Negotiation skills. **Work Location** Sorocaba/SP