Mexico Customer Service Account Specialist

2 weeks ago

Lenexa, United States Ace Hardware Mexico Distribution S. de R.L. de C.V. Full time

The Job

The Mexico Customer Service Account Specialist is responsible for acting as a liaison between international retailers and vendors, to ensure purchase orders are processed and the products are shipped in a timely manner while providing outstanding customer service to the retailers. Activities related to customer service. Leverages various systems and technologies to track, maintain, and provide accurate and detailed information.


What you'll do:

  • Act as liaison communication between International Vendors, Ace warehouse team members or other departments and Retailers, developing a cross-functional relationship to ensure the processing of, order tracking, and provide billing and shipping documents when's required.
  • Responds to retailers' inquiries, claims, and orders via email or phone in a timely and professional manner, meeting, or exceeding customer service goal, such as response time, resolution time, and customer satisfaction.
  • Provide accurate information about the company services and products.
  • Obtain quotes and proformas from vendors on behalf of Ace's International Retailers.
  • Assist Retailers with general information related to Acenet, pricing and EDI transmitted orders.
  • Investigate and resolve customer issues, including billing inquiries and claims.
  • Collaborate with other departments, such as sales or merchandising to ensure retailers' needs are met and issues are resolved.
  • Help distribute and handle workload during the vacations of another Customer Service Representative, to responsible ensure and reduce negative impacts on them during this absence.
  • Participate in training and meetings when necessary to help improve knowledge and align critical information sensitive for our operation.
  • Use available information and technology applications and tools such as Acenet portal, SAP, Ace Vendor's site.
  • Clean and update the FTP folder of any error (PIC7DLN) on a daily basis.
  • Close the open sales order on B1 on daily basis.
  • OSO & Drop Ship (delivery direct from vendor to each store) and Sthil vendor ordering and follow up.

What you will need:

Experience and Technical Requirements:

Experience

  • Customer service experience with emphasis on relationship management.
  • Experience in case management with effective focus on key performance indicators.
  • Experience managing Purchase Orders accurately and effectively.
  • Demonstrated proficiency with the standard features of various personal computer word processing and spreadsheet software (Microsoft Word and Excel, Outlook, Internet, and Salesforce)
  • Experience managing and prioritizing multiple inquiries, orders, retailer relationships.
  • Dealing with stakeholders from different levels.
  • Order processing.

Qualifications

  • 1-2 years of customer service experience in retail or wholesale, but not required.
  • Strong attention to detail and analytical skills, strong relationship building and interpersonal skills, excellent communication skills, and result oriented are all preferred qualifications for this role.
  • English proficient, good written and verbal communication skills.
  • Ability to think critically and strategically.
  • Strong time management skills.
  • Ability to work across teams and independently with some supervision.
  • A bachelor's degree is preferable, but not required.

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