Customer Service Representative

Location

São Paulo, SP | Brazil

Job description

Primary Responsibility: Support the management of the customer relationship through direct communications and interaction with our customer base, internal and external teams via phone, email, letter, fax, and occasional public interaction (trade shows, customer site visits, internal and external). Candidate must be comfortable in handling administrative tasks, have versatile computer experience, ability to prioritize multiple responsibilities, excellent oral and written.

Duties and Responsibilities:

• Provide the best customer service in the industry
• Work as a team member with Sales, Planning, Product Management, Supply Chain, Engineering and Operations to fulfil customer and business expectations
• Establish and maintain customer records and contact information
• Processing of inquiries for product quotes (duplicate units and new units)
• Processing of sales orders from customer purchase orders (duplicate units and new units)
• Daily quote follow up and quote status updates including closure
• Expedite and communicate status inquiries on unit/part quotes and sales orders
• Communicate information on product applications, features and benefits
• Support after sales inquiries for parts, service, repairs, warranty, policy, and commercial issues
• Timely completion of assigned tasks. Overtime may be required to meet deadlines and achieve customer requirements
• Support continuous improvement initiatives and processes through active involvement
• Manage waste responsibly (utilize proper containers, participate in the recycling programs)
• Promote energy conservation
• Actively support and maintain business objectives and initiatives
• Other duties as assigned to meet departmental and company objectives

Minimum Qualifications

Education/Experience

• Associate degree with 3 - 5 years’ Customer Service experience

OR

• GED/high school diploma with a strong background in the industry with equivalent years’ experience in design, sales, job shop, machining, or web handling industries
• Fluency in verbal/written English and Spanish

Other Candidate Qualifications

• Excellent verbal communication skills, speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings
• Excellent written communication skills, writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information
• Able to handle pressure well and be detail-oriented
• Integrity and high ethical standards
• Strong organizational skills
• Fluent in standard Windows based application
• Knowledge of Epicor ERP system is a plus
• Ability to work in team and individual environments without supervision, self-motivated.
• Ability to work collaboratively across functions to accomplish goals and meet company objectives
• Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed
• Willingness to provide enthusiasm and creative solutions to meeting our customer needs and achieving the company’s goals
• Ability to Manage difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity
• Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals
• Approaches others in a tactful manner; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry

Physical Requirements

• Ability to sit for extended periods of time
• Able to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.
• Position located in São Paulo - Brazil
• Hybrid office / work from home opportunity

Job tags

Salary