Main Activities:

• Establish open communication with customers and the field team to ensure any changes or impacts on customer expectations are communicated in a timely manner.

• Provide support and take ownership of concerns, resolving them according to Key Performance Indicators (KPIs), and when necessary, coordinate activities with other departments to ensure complete customer satisfaction.

• Address customer concerns with an ownership mindset to identify root causes and communicate with key stakeholders to prevent similar issues.

Key Responsibilities:

• Serve as the primary point of contact for the Sales Team regarding all matters related to the order and distribution process.

• Process orders promptly and record any special instructions.

• Provide accurate and timely daily reports to ensure the order-to-cash process is fulfilled.

• Actively participate in relevant meetings to identify ways to improve service for internal and external customers.

Technical Requirements:

• Fluency in English with excellent written and verbal communication skills.

• High school diploma or equivalent; college degree and/or bachelor's degree preferred.

• Over 5 years of relevant professional experience in Customer Service and/or Account Management preferred.

• Computer proficiency (SAP, Salesforce, Microsoft Office, Gmail, and Google Docs).

• Ability to be punctual and work full shifts.

• Access to high-speed internet for occasional remote work.

• Ability to work on local holidays to support North American business operations.

Behavioral Requirements:

• Proactivity

• Assertive communication

• Organization and discipline

• Ethical conduct and Integrity