The functions of the SOA is to be a link between the customer and our sales team making sure the value of customer focus is always assured while working with sales and shipping teams to ensure delivery process in a time and efficient manor our clients. The agent must manage incoming orders in respect to customer agreements with respect to freight shipping and other policies.
**Responsibilities**
- Build sustainable relationships and trust with customers through open and interactive communication.
- Enter customer orders (solve/get answers to ambiguities) in the ERP.
- Identify customer needs by asking relevant questions, researching the matter and hand, and coordinating with other internal departments to ensure timely resolutions.
- Manage customer’s inventory and make recommendations.
- Share pertinent information with customers: Prices list update, Delivery Tracking, Credit reports, Open orders reports,



RMA/RST Status.
- Lead periodic key customers meetings to coordinate orders deliveries, quality cases, products transitions.
- Collaborate with customers to gather necessary information, as applicable, to support customer escalations.
- Report & collaborate with the sales account manager about Customer Trend.
- Analyze customer orders patterns and provide insights to the management.
- Communicate with customers to determine their forecast.
- Implement actions and strategies to win and engage customers.
**Requirements**:
- Bilingual, advanced English.
- Bachelor's degree.
- 2 Years’ experience in Customer Service.
- Experience with ERP & CRM Systems.
- Excellent skills in Excel.

📌 Customer Service Agent (Tijuana)
🏢 North American Production Sharing
📍 Tijuana