Customer Service representative managing inquiries and assisting in sales processes for Intertek's quality, safety, and sustainability services. Engaging with various customer communications and supporting international requests.
About the role
- Customer Service Manager leading the Customer Service/Order Management team for LATAM countries. Collaborating with cross-functional teams to ensure exceptional customer experience and efficient operations.
Responsibilities
- Drive solution-oriented decisions,
- Collaborate closely with cross-functional departments to ensure orders are processed accurately and efficiently.
- Contributes to the company’s overall customer service/order management strategy to help ensure we have a seamless and efficient quote-to-cash process and exceptional customer experience.
- Oversee the hiring, orienting, training and development of customer service staff to ensure a capable workforce to support remotely ASP customers.
- Set and maintain meaningful customer satisfaction metrics with overall business goals in mind.
- Develop, implement, and maintain customer service policies, procedures, and regulations necessary for ensuring a satisfied customer base and compliance.
- Communicate with customers to identify their needs/expectations and make appropriate adjustments to meet those needs
- Ensure timely follow up / resolution of outstanding issues and point of escalation.
- Supports internal and external audits as needed.
- Ensure on-time response to customer needs.
- Manage direct contact with customers to clarify order-related questions
- Management and continuous improvement of reporting tools and review processes.
- Work with CRM (Salesforce.com) system to manage order queues and capture customer-related actions.
- Work with SAP system to manage order queues and capture customer-related actions.
- Responsible for the e-Invoicing systems & process
- Drive SFDC & SAP enhancements with global IT group.
- Represent CS-LATAM in ASP global forums, to align the region with global policies and enhancements.
- Ensure accurate update of systems and databases.
- Enables team development growth to be subject matter experts in their role.
- Manage Suppliers for LATAM Customer Service Team
- Responsible for communicating business related issues or opportunities to next management level.
- Performs other duties assigned as needed.
Requirements
- Business Administration, International Business, Industrial Engineering. MBA is considered a plus.
- Must have +5 years of experience leading regional Customer Service, Order Management or other Sales Operations roles in Medical/Life Science industry.
- SAP 4 HANNA hands-on experience
- Deep e-Invoice processes knowledge
- Strong analytical and structured mindset.
- Strong Project Management knowledge.
- Strong Excel proven capabilities.
- Hands on Experience in Continuous Improvement tools such as: Standard Work, Daily Management, Problem Solving, Value Stream Mapping
- Knowledge of Customer Relationship Management tools, especially Salesforce.com
- Fluency in Spanish and English is a must, Brazilian Portuguese skills are a strong asset
- Proven track of developing the team members under their management.
- SOX Compliance knowledge from an OTC perspective.
- Knowledgeable Quality and Regulatory Basics on Medical Devices Distribution.
- Knowledgeable on Government Contracts fulfillment for Medical Devices/Life Science /Pharma industry.
Benefits
- We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth.
- At Fortive, we believe in you.
- At Fortive, we believe in us.
- At Fortive, we believe in growth.
- Equal Opportunity Employer.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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