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Title:  Representative, Customer Service Argentina

Everyone communicates. It’s the essence of the human experience. How we communicate is evolving. Technology is reshaping the way we live, learn and thrive. The epicenter of this transformation is the network—our passion. Our experts are rethinking the purpose, role and usage of networks to help our customers increase bandwidth, expand capacity, enhance efficiency, speed deployment and simplify migration. From remote cell sites to massive sports arenas, from busy airports to state-of-the-art data centers— we provide the essential expertise and vital infrastructure your business needs to succeed. The world’s most advanced networks rely on CommScope connectivity.

 

Resolves customer inquiries (both pre- and post-sale) and provides subsequent follow-up correspondence on assigned account(s).  Supports Sales team by developing and maintaining positive customer relationships on assigned account(s).  Handles customer inquiries via phone, email, web, and chat and answers general questions regarding company products and services, including quotations.   Answers progressively complex questions, and assists others on the team.  Internal collaboration points to resolve customer inquiries include sales, finance, technical support, operations and logistics.  Manages the flow of assigned customer’s orders from entry through shipping/billing.  Proactively controls the flow of information to an account regarding orders, shipment tracking, returned goods, etc.  Provides first-level technical support. Uses internal databases to answer customer questions and writes internal/external non-technical documentation.  Documents customer concerns and forwards issues for quality and returns.  Provides input to customer reporting and needed system updates.

 

DUTIES AND RESPONSIBILITES:

 

  • Follows developed procedures pertinent to the effective and efficient operations of Customer Service, develops new procedures as necessary
  • Monitors programs and procedures to ensure on-time delivery to meet customer expectations, while maintaining knowledge of the Company’s systems
  • Facilitate order management from order receipt through invoicing to the customer utilizing a thorough understanding of supply chain capabilities and current status.
  • Acts as resource in resolving customer issues by utilizing company process knowledge and skills in negotiating and selling
  • Assist the Customer Financial Services and Quality organizations in resolving customer disputes by preparing or assembling supporting documentation
  • Develop a thorough knowledge of all CommScope products and their functionality and utilize such knowledge to service internal and external customers, business partners, and sales organization
  • Provide customers with product literature and documentation when necessary or appropriate
  • Perform various functions involving order management such as handling inbound/outbound calls with customers, business partners, and the sales organizations regarding: quotations, order entry, order confirmations, order acknowledgements, order change notifications, and website inquiries, among other incidental tasks and duties
  • Provide support and back up assistance to peers
  • Communicate with the Materials Management and Operating organization to anticipate projects, completion timetables, and potential scheduling issues
  • Set customer expectations and priorities for the supply chain (not just expedites)
  • Identify opportunities to improve efficiency and enhance customer satisfaction and appreciations
  • Perform other duties assigned and unassigned that are required by the needs of the business
  • Support quality and warranty process as needed
  • Participate in on-going product, process, and business skills training
  • Develop and maintain constructive and cooperative working relationships with customers, prospects, colleagues and supervisors and maintain them over time
  • Supports and participates overall business development activities of company

 

Examples of General Tasks Related to Customer Service Responsibilities including but not limited to:

1. Customer Service:

  • Pre-sale support and quotation creation.
  • Order entry and order management
  • Providing pricing, order status and availability;
  • Provide support for complaint processing;
  • "Do the customer's job for them;
  • " Work with Customers, Sales Team, and PLM to develop a better understanding of our products and their place in meeting customer needs;
  • Work as intermediary representing Customers, Sales Team, PS&M, and members of the Technical Staff to provide guidance service expectations and requirements to the Supply Chain on a timely and accurate basis – be the Customer’s advocate.
  • Experience in international commerce – Incoterms, logistic process (50%)

2. Sales Support:

  • Provide any support required by the Sales Team to facilitate order management and fulfillment;
  • Provide trade publication information;
  • Ability to travel as required (30%)

QUALIFICATIONS:

  • A completed Associate's Degree in Technical Knowledge or related field or Bachelor's degree in Technical Knowledge or related field.
  • A minimum of two (2) years relevant experience in customer services in technical field; experience in a customer support role – Business to Business environment strongly preferred with technical skills.
  • Outstanding oral and clear, concise written communication skills required
  • Working knowledge of Microsoft Office (Outlook, Excel, PowerPoint, Word).
  • Basic manufacturing business process knowledge preferred.
  • Must be detail-oriented, able to multi-task; detail focused, able to adapt to different environments, great negotiation skills.
  • Bilingual 80% minimum (written and spoken).
  • SAP knowledge preferred.
  • Available to travel 30-40%

  • Availability to work customer's schedule (Argentina)

It is the policy of CommScope to provide Equal Employment Opportunities to all individuals based on merit, qualifications and abilities. CommScope does not discriminate in employment opportunities or practices on the basis of race, color, religion, gender (including pregnancy), national origin, age or any other characteristics as protected by law. Furthermore, this contractor and subcontractor shall abide by the requirements of 41 CFR 60-300.5(a) and 41 CFR 60-741.5(a). These regulations prohibit discrimination against qualified protected veterans and qualified individuals on the basis of disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and qualified individuals with disabilities.

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Job Segment: Customer Service Representative, Business Development, ERP, Supply, Customer Service, Sales, Technology, Operations