Customer Service Representative (On site – Guadalajara)

Customer Service Representatives

Inbound / Outbound

On site - Guadalajara

Responsible for addressing and managing customer inquiries, concerns, and requests. CSRs play a crucial role in ensuring customer satisfaction by providing assistance, information, and support related to products or services. They often serve as the primary point of contact between the company and its customers, handling a range of tasks such as order processing, issue resolution, and maintaining positive customer relations.

We offer stability and flexibility to integrate into working groups and similar challenging projects for our clients also in the financial sector, both public and private (banks, insurance, etc.).

Academic/training requirements:

• Minimum academic training: -Student- or BS in Business Management, Economics, Marketing, International Trade, or Industrial and/or Process Engineer
• Secondary vocational training area: Logistics and/or commercial
• Languages: Spanish & English B2/C1
• Minimum 1-4 years of performance in a similar role

Specific knowledge required:

• Experience in an Import/Export, Customer Service, and local logistics environment is preferred
• Proficiency in MS Office.
• Knowledge of Contact Management Systems
  • Database software
  • Internet Software
  • Inventory Software
  • Order processing systems preferred
• Thrives and works well in tied ambiguous situations and deadline pressures well
• Time management skills
• Willingness to learn.
• Record-keeping, tracking shipping, and data analyses
• High level of initiative/proactivity

Responsibilities/tasks to be executed according to the final role:

• Receive and process orders/purchase write-ups.
• Follow up with internal or external customers to clarify orders/purchase write-ups if needed.
• Confirm orders promptly.
• Communicate orders internally following the established process.
• Make process improvement recommendations for mutual benefit.
• Assure ownership of operational costs.
• Validate Quality Assurance approval of vendor/item and certification link.
• Support Account Managers/Traders with specific accounts.
• Seek the best freight market rates.
• Answer customer inquiries.
• Hold a basic understanding of products/commodities to answer most inquiries.
• Communicate issues/challenges to the Trade team.
• Communicate with customers and suppliers.
• Support Sr. Trader, Sales Executives, and Commodities/Account Specialists.
• Create sales/purchase contracts, call-offs, orders, and delivery confirmations.
• Support team and backup other staff and job areas when workload permits.
• Perform additional duties as assigned.
• Responsible for inbox tracking and order distribution.
• Facilitate product releases and pick-ups with 3rd party warehouses.
• Arrange domestic truck freight with carrier partners.
• Prepare appropriate documentation for customers.
• Identify potential shipment delays and work toward resolution.
• Verify and track orders and shipments.
• Create logistics documentation.
• Assist with resolution of shipping, product, and invoice problems.
• Ensure processes and procedures follow established guidelines.
• Manage relationships with warehouses and customers.
• Confer with team members and across departments to resolve inventory discrepancies.

Additional Responsibilities:

• Follow up in a timely manner on a production-ready date with the supplier.
• Follow up on the release of shipments with Steam Shipping Lines, terminals, and Customs brokers.
• Provide the finance team with necessary information about each shipment and track payment status.
• Track shipments and update the system.
• Maintain appropriate customer service, arrange pertinent documentation, freight release, and invoice for direct deliveries to customers.

Collaboration scheme

• Type of contract: Direct hiring
• Hours: Monday through Friday, Office Hours
• Modality: This is an on site position, offices are located in Andares, Guadalajara.
• Financial compensation: Negotiable, according to final role

At QUID – INNTECI we are always looking for professionals motivated by stability, constant learning and above all by flexibility and communication.

We are an international company focused on the development of software, cybersecurity and implementation of solutions that has competence centers and a highly qualified team located in Spain, the US and all of LATAM.

If you want a new challenge in an excellent environment, do not hesitate to apply for one of our vacancies.