Customer Service Specialist I
Fisher Clinical Services
Coyol Alajuela, Costa Rica
hace 1 día

Position Summary

The Customer Service Specialist I drives day-to-day activities assuring the compliance of the processes provided by the company in compliance with customer and regulatory requirements.

The Customer Service Specialist I will ensure the process of order management, order release and follow up is performed on a timely basis, which includes the order entry, order follow up, billing, request for packing and booking of the orders, quoting and record keeping, among others.

This position is part of the Operations and Logistics team.

The Customer Service Specialist I will be part of the complaints of products, follow up of the complaints and manage to coordinate with internal and external parties to reach to proper solutions with the support of the Operations and Logistics Manager.

In addition will apply systematic, problem-solving methodologies in identifying, prioritizing, communicating and resolving issues inherent to the position.

Main Responsibilities

  • Keep the order management system up to date, including the creation of new customers and items, updating product information, entering the purchase orders from the customers, inclusion of purchases and performing activities as required.
  • Manage the order entry into the US ERP system to process new requests, including the creation of special instructions of the order, creation of non-catalogue numbers, creation of XPR, among others as required.
  • Perform the proper follow up with the vendors and freight forwarders to obtain meaningful data to support the commercial and operations activities and record the information accurately in the respective records.
  • Coordinate as necessary, the release of materials to the Global Exports Team, providing the required information to proceed with the process and in compliance with dangerous goods and international regulations.
  • Perform the billing of the orders shipped to Costa Rica in order to recognize the revenue in a timely manner.
  • Update on a timely manner the company Sharepoint with the required information to assure compliance over the international transactions.
  • Provide international freight cost information to the internal stakeholders as required to support the commercial and logistics activities.
  • Enter the complaints within the US ERP system as required to support the investigation requested by the customers, provide follow up to the requests and provide the communication to the Quality Assurance Specialist.
  • Creation and update of records inherent to the position.
  • Provides recommendations to Senior Management.
  • Perform duties in accordance with established company procedures and policies; perform other duties as assigned.
  • Qualifications

  • Bachelor in Administration or related field. Enrolled in a university pursuing a degree is an option.
  • 0 to 2 years’ experience related with customer service activities and managing accounts.
  • Excellent written and oral communication skills in English and Spanish (B2)
  • Proficiency with computer skills, specifically Microsoft office applications, with the ability to learn new computer systems quickly (Excel, Word, Power Point, Visio, Project)
  • Competences

  • Excellent interpersonal skills
  • Creative problem-solving skills, organizational and time management skills.
  • Excellent oral and written communication skills.
  • Perform duties in accordance with established company procedures and policies; perform other duties as assigned.
  • Ability to work independently and as part of a team
  • Extremely adept in attention to detail / follow up
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