Operations Supervisor leading a team in call center operations with a focus on management and quality assurance. Responsible for staff training, performance monitoring, and adherence to company policies.
About the role
- Senior Customer Service Analyst at Canadian Solar managing order fulfillment and customer interactions. Supporting sales and logistics, ensuring customer satisfaction with solar projects.
Responsibilities
- Complete order fulfillment management from order receiving up to goods delivery.
- Contact with customers for ordering, collect payment, material availability, delivery lead time, shipping tracking, logistics claims and billing issues.
- Support Sales Team and Top Management with customers performance behavior to define better sales strategy.
- Backlog management, proactively communicate changes/delays and suggest alternative options whenever possible to mitigate escalation due to shipping delays.
- Interact with stakeholders such as Logistics, Planning, Sales, TS, etc to respond to customers inquiries, ranging from orders, products availability, pricing, delivery, technical datasheet, shipping documentation and others.
- Execute and manage the order entry process through ERP systems (SAP and Sales Force).
- Weekly and Monthly presentations regarding shipments progress, orders blockers, payment issues, sales target achievements, etc.
- KPIs management: XPAFE, OTD, OTIF, NPS, etc.
- Develop procedures about ordering/sales procedures. Train new team members and sales team.
- Ensure customers have a positive experience with our company by conducting customer quality surveys.
- Reporting finds and propose process improvements.
- Support internal areas with SOX and ISO audits.
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Requirements
- Experience with order fulfilment management, sales support and/or customer service.
- Experience with foreign trade and/or import/export operations (knowledge of incoterms and shipping documentation).
- Fluent in English and Advanced Spanish
- Bachelor’s degree required.
- SAP knowledge is preferred.
- Computer and software skills to manage and prepare reports and presentations (Excel, power point, word, etc).
- Basic/Intermediate power BI knowledge/experience is preferred.
- Past experience with solar projects shipments (EPC, broker, etc) and/or at solar companies Is highly preferred.
Benefits
- 💰 Bônus Trimestral
- 🩺 Plano de saúde
- 🦷 Plano odontológico;
- 💼 Seguro de vida;
- 🥗 Alimentação R$1334,00: VA R$416,00 e VR R$918,00
- 💼 VT e / ou Estacionamento
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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