Customer Service Specialist

Position Summary

The Customer Service Specialist is primarily responsible for daily management of all kinds of customers’ orders received, their fulfillment/completion and coordination of shipments. The role also handles general customer inquiries, documentation and overall activities related to customer service. This position works effectively with Sales, Supply Chain, Logistics, Finance, Marketing, Regulatory and other departments to provide superior service to our customers, both internal and external.
This is a highly interconnected role that requires the ability to work under pressure, in a team and with challenging deadlines. It will require strong commitment and business skills.

Principal Responsibilities

•    Reception, analysis, and management of Purchasing, Consignment, Repairs, and all other applicable orders required by customers, guaranteeing compliance with applicable policies.
•    Issuance of the documentation required for daily shipments (Quality Certificate, Packing List and Invoice)
•    Handle inbound and outbound calls, emails, faxes and other communication channels from/to internal and external customers.
•    Management of Returns, Credit and Debit notes for customers.
•    Field and respond to all types of customer inquiries including order placement; order status and tracking; general product  questions; inventory availability; product pricing; returns; credits, account status; new account creation, etc.
•    Proactively identify opportunities for synergies with other departments .
•    Maintain a supportive relationship with our Sales organizations.
•    Accurately handle complex processes.
•    Ability to work with a cross functional team.
•    Demonstrate proficient knowledge of commonly used concepts, practices and procedures that are vital to a customer centric organization.

Education / Experience Requirements

•    High School diploma or equivelent required. College degree – or college courses in a business related field - preferred.
•    1-2 years customer service and/or data/order entry experience required.  
•    Bilingual Portuguese, English required.

Specialized Skills / Other Requirements

•    Degree in business or any other field related to the position 
•    Practical experience in a similar position advantageous 
•    Strong time-management and organizational skills 
•    Ability to coordinate several tasks at the same time 
•    Well-developed negotiation skills 
•    Assertive interpersonal communication.
•    Capacity for teamwork and active listening.
•    Customer Service Skills

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