Customer Service Specialist

We are looking for a dedicated and detail-oriented Customer Service Specialist to support the team of our client. This role plays a key part in delivering outstanding service by managing customer orders efficiently, ensuring clear and timely communication, and proactively resolving issues. The ideal candidate will bring strong interpersonal skills, a customer-centric mindset, and the ability to handle multiple priorities in a dynamic, fast-paced environment

Key Responsibilities:

• Provide daily telephone and email coverage to support customer inquiries.
• Set up and process incoming sales orders received by phone or email.
• Manage all aspects of order entry, including creating new orders, modifying existing ones, expediting, canceling items, and verifying pricing.
• Ensure compliance with SPX policies, including commercial terms, tax exemption documentation, and supporting customer records.
• Monitor and manage changes to orders daily.
• Proactively communicate order status, shipment updates, and other notifications to customers and sales representatives.
• Conduct basic engineering reconciliations and create simple engineering parts as needed.
• Review customer complaints and issue returned goods authorizations (RGAs) or credits; log complaints in internal systems (C4C).
• Accurately document all customer interactions and resolutions in the CRM system (C4C).
• Submit order acknowledgments through customer portals.
• Complete supplier forms, finance documents, and maintain customer data in the Master Data system (Profisee).
• Manage internal order-related activities involving Warranty, Finance, IT, Engineering, and other departments.
• Act as liaison between internal teams and external customers regarding sales order-related matters.
• Notify teams of any updates required in customer or material master records.
• Ensure timely communication regarding shipments and order status updates.
• Follow export order procedures and ensure compliance with company policies.
• Maintain a positive attitude and resilience in challenging situations, ensuring high-quality customer experiences.
• Develop product knowledge to offer accurate advice and solutions to customers.
• Meet or exceed key performance indicators (KPIs), including customer satisfaction, response time, resolution rates, and service quality.
• Promote workplace safety through participation in safety training and programs.

Qualifications:

• Previous experience in customer service, order management, or sales support preferred.
• Strong written and verbal communication skills.
• Proficiency in CRM systems (e.g., C4C), Microsoft Office, and order entry platforms.
• Ability to prioritize tasks and manage time effectively.
• Detail-oriented with strong organizational skills.
• Team player with a collaborative mindset.
• Experience working with ERP and Master Data systems is a plus.
• Knowledge of export documentation and procedures is an advantage.

Workplace: Naucalpan de Juárez, México