Accountability and Scope

The Customer Service Representative I is accountable for facilitating and building customer relationships through providing continuous high quality service and support. The Customer Service Representative will maintain a basic working knowledge of sales policies, internal practices and sales administration work instructions. In this role, the representative will leverage internal working partnerships to investigate and reconcile non-commercial customer issues, perform basic account administration (RMA's, prioritization and order release, etc.), and ensure overall customer expectations are met.

Essential Duties and Responsibilities
- Maintain up to date knowledge of customer requirements and distribution methods and timing
- Maintain positive working-relationships with external customers and all inter-working departments and personnel
- Provide excellent customer service with the intentions of building and maintaining customer relationships through fast and accurate processing of requests
- Respond promptly, professionally,



and with appropriate detail to customer inquiries pertaining to order information/status, product availability, and/or the plan of action as approved by management to support customer requirements and on time delivery throughout the day
- Investigate and attempt to resolve customer issues in alignment with established company policies, procedures, and work instructions
- Provide LTA contract administration support, as assigned
- Process, monitor, and release incoming orders, and manage internal communication for pending orders to ensure on time delivery to meet customer expectations (on a daily basis)
- Prioritize orders based on urgency of product needed, specifications, and shipping and delivery requirements
- Process daily release orders system and verify against contract to ensure information is correct
- Process material returns (RMA's) as requested by the customer
- Understand and ensure proper quality flow downs a

📌 Customer Service Representative (Misión del Valle II)
🏢 Grupo American Industries
📍 Misión del Valle II