Customer Service Rep
emerson
Escazú, San José, Costa Rica
hace 4 días

Duties and Responsibilities

  • Provide Assistance to Customer and Distributors - Provides product catalog selection assistance and basic technical and applications assistance, delivery dates, shipping schedules, order status, order changes, credits, discounts, warranty, quotations, and other customer service activities.
  • Answers emails / calls from channel distribution exhibiting customer service excellence

  • Review and Edit Proposals - Review and edit proposals to assure that all clauses are correctly identified to ensure that Tescom can satisfy all requirements.
  • Review and process all awarded contracts to assure the contracts contain the same information as quoted. Evaluate any differences from a standpoint of cost impact, capability and capacity.

    Initiate letters of protest if discrepancies may cause subsequent problems. Identify and highlight special requirements that will be used in preparation of the Contract Compliance List.

  • Order Processing Activities - Coordinates order processing activities, coordinates contract administration functions to assure that contractual terms, conditions and requirements are identified, documented and communicated to the appropriate departments and outside vendors.
  • Maintains all order history files following the rules set forth by Emerson. Coordinates all in house source inspections along with communicating source inspection requirements and or concerns during the inspection process.

    Must be able to handle direct and indirect customer contact with diplomacy and sensitivity. Issues all Return Authorization Numbers to distributors / customers for product returns.

    Coordinates lost shipment tracking and processes claims for loss or damage, initiates and or assists with the submittal of formal customer concerns.

  • New Account Set Up - Gathers preliminary information for new accounts and submits information to Customer Financial Services.
  • Coordinates issuance of credits and debits. Assists Customer Financial Services when necessary to support the efforts of the accounting function for timely payments from delinquent customers.

  • Communicate to Customer Service / Materials Department - Consolidates orders, establishes order priorities and communicates other special shipping requirements to Customer Service and Materials department.
  • Productivity and Efficiency - Continuously seeks and recommends ways to improve the quality function capability, methods and procedures, and to increase department / division productivity.
  • Qualifications

  • Customer Service Experience : 1-3 years
  • English Level : B2
  • Performance : Successful or above
  • Knowledge of Microsoft applications like Word, Excel, Power Point, Outlook
  • Demonstrated systems and process knowledge
  • Very good customer support skills
  • High sense of urgency and comprehension skills
  • Strong in written and verbal communication
  • Ability to work well under pressure
  • Accurate in delivering outputs
  • Demonstrated ability to work in a cooperative and team-oriented environment as well as independently
  • Key Competencies

  • Action Oriented
  • Customer Focus
  • Collaborates
  • Nimble learning
  • Working Conditions

    Customer Support team delivers assistance to US customers therefore the person on this position must comply with US business hours and working days.

  • Schedule : Monday through Friday from 8am to 5pm EST
  • US holidays are different from CR holidays. The nature of the business demands coverage for US working days therefore it might be necessary to work on a holiday.
  • This will be notified by the supervisor ahead of time and will be paid according to CR law.

    Direct Reports

    This position is for an individual contributor.

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