Position Description:
Provides customer service support for Smurfit Westrock USA parts and service department by obtaining, analyzing, and verifying the accuracy of customer requests for parts and/or service in a timely manner. Initiates and implements corrective action as needed to ensure customer satisfaction is maintained while meeting customers’ needs and expectations. will be responsible for placing sales orders at our ERP, reviewing and following backorders, invoice to our customers in a daily manner, reviewing and cleaning order status reports, and working with our local operations as assigned.
This position supports USA operations, but is located at the COE in Guadalupe, Nuevo Leon (Monterrey facility), is required to work onsite.
Essentials function/Job duties:
- NetStore setup.
- Act as a subject matter expert on business systems used to process and support orders.
- Daily and periodical invoicing
- Proactively identify possible issues impacting customer delivery dates and work with cross-functional teams to mitigate risk.
- Provide knowledgeable answers to questions about product, pricing, and availability.
- Products, cross reference, and price list maintenance
- Manage Customer Stocking Agreements
- Manage Backlog and follow Backorders.
- Communicate with customers via email and phone.
- Primary responsibility will be Sales Orders Entry
- Proficiency in Office 365 (Outlook, Team, Excel), ERP
- Detail oriented
- Excellent organizational skills
- Able to identify the urgency of tasks and can prioritize the various tasks/ demands accordingly.
- Problem-solving
- Customer Service oriented
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills (English)
- At least 2 years of experience in a similar role
- Fully Bilingual (English/Spanish)
- Bachelor's Degree
