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1) GENERAL PURPOSE:
Provide quality service and information to customers within processes and policies already defined. The main purpose is to achieve customer satisfaction meeting their needs by 100%.
1
- Receipt and process orders
- Send order acknowledgement to customers in a timely manner if apply.
2
- Reports: OTD, Backorder and orders & lines
- Reserves orders (soft allocation) and provide shipping instructions.
- Soft allocation before scheduled times.
3
- Availability report
- Notify Customer availability report.
- Send the report to customers in order to get their instructions.
4
- Coordinate shipments
- Cube reserved product at 304 warehouse and, in case to be needed, request to Customer an extra order to fill up container.
- Coordinate shipment from any warehouse required.
- Estimate container size to load the product and coordinate with Traffic department / Customer forwarder the shipment process.
- Make sure orders are shipped and provide status.
5
- Shipment documentation
- Request to the Compliance department Certificate of Origin based on the shipped items. At the same time, coordinate with the Finance department to generate the prepaid & add freight invoice. Create the commercial invoice for import purposes.
- Send the complete set of documents to customers and logistics area in a timely manner.
6
- Surveys




- Customer care calls registration
- Create action plans to prevent and avoid the same customer claims.
7
- Claims and Returns process
- Coordinate customer’s returns and claims according with the internal processes and policies.
- In a maximum of 10 working days the claim was received, customer service in charge of this process will provide an answer on the claim resolution.
9
- Ecommerce
- Support with tasks and basic queries in ecommerce
- Support customers when an item is not available in eCom.
- Check with the corresponding area if incorrect prices are shown in eCom.
- eCom stock does not match “Oracle”.
- Receive new Ship to address requests.
- Request replacements of canceled or substituted items.
- Report any technical failure with the Regional Partner.
10
- Safety, Healthly and Environment
- ISO-14001 certification Environmental non-conformities
- Follows and teaches by example the corporate guidelines on health, safety, and environment.
- According to R.A. 4.1.1.01 Matriz de roles y responsabilidades.
- Environmental objectives
- Waste classification
- Identification of chemical substances
- Knowledge of significant environmental aspects and impacts.
- Environmental operational controls
- Environmental emergency plans
Knowledge of Quality, Safe and Evironment policies
- According to plan
- ISO-14001 certificaction Environmental non -conformities
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📌 Rep Customer Service Ii (Aguascalientes)
🏢 Donaldson
📍 Aguascalientes