Customer Service Representative

JOB STATEMENT

This position assures the quote and order handling competence to give adequate support within Metso Mexico, towards End Customers and Site Account Managers. Primary activities will include quote and order handling end to end process to support customers and Site Account Managers within Sales Team defined. 

The Customer Service Representative will participate with Services sales team to support execution of the market product sales strategy and action plan for the related products for the specific market area.

The Customer Service Representative will create a clear focus on growth of Market Area sales of the related products via proactive actions and initiatives.  Thinking in terms of a high service and support level and building confidence, Customer Service Representative will liaise with Product Support Group, Site Account Manager, and the Regional Sales Manager. 

JOB DUTIES AND RESPONSIBILITIES
•    Handles inquiries, quotes, and sales orders. 
•    Determine replacement parts required, according to inspections of old parts, customer requests, or customers’ descriptions of malfunctions.  •    Inform customers by e-mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays.
•    Verify customer and order information for correctness, checking it against previously obtained information as necessary.
•    Expedite orders when necessary to obtain 100% delivery to schedule.
•    Check inventory records to determine availability of requested merchandise.
•    Maintains and improves spare parts item data in ERP system.
•    Pricing of spare parts according to Metso policy.
•    Receive and fill orders for parts
•    Fill customer orders from stock.
•    Knowledge of principles and processes for providing customer. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
•    Maintain and improve technical knowledge in selected products and technologies.
•    Actively seeks ways to help customers
•    Use good judgment in all situations; always demonstrate a ‘can do’ attitude regardless of request
•    Be accountable; take responsibility for any problem and resolving it to the customer’s satisfaction
•    Monitoring/assessing performance of yourself, other individuals, or organization to make improvements or take corrective action.
•    Warranty support and problem solving
•    Establish and maintain a good company image by ensuring all MO customer contact points get a high competence service and up-to-date sales support.
•    Plan end customer visits aligned with the MO sales team

RELATIONSHIPS

Reports to Senior CSR

COLLABORATION AND STAKEHOLDERS

•    SAM & Service Sales
•    Technical Sales Support and Product Support
•    Global Operations Support Organization •    Customer Operations, Maintenance, planning & purchasing & WH management 

POSITION SPECIFICATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, competency and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS & EXPERIENCE

•    Commercial skills and customer-oriented service.
•    Experience in complex matrix relationships
•    High understanding of customer needs •    Ability to establish priorities
•    Excellent oral and written communication skills
•    Ability to maintain flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
•    Ability to maintain organization in a changing environment.
•    Good knowledge of general office procedures
•    Competency in Computer Software including SAP, Microsoft Office, MS Project a plus. 
•    Experience with ERP/PDM systems.
•    Ability to work independently while performing required tasks.
•    Good interpersonal and customer service skills internally and externally
•    Leadership, dedication, capacity to perform under pressure and a strive to grow professionally
•    Detail oriented

PERFORMANCE METRICS

•    Customer satisfaction
•    QRT - Quotation response time 
•    On time delivery of sales order lines %

JOB STATEMENT

This position assures the quote and order handling competence to give adequate support within Metso Mexico, towards End Customers and Site Account Managers. Primary activities will include quote and order handling end to end process to support customers and Site Account Managers within Sales Team defined. 

The Customer Service Representative will participate with Services sales team to support execution of the market product sales strategy and action plan for the related products for the specific market area.

The Customer Service Representative will create a clear focus on growth of Market Area sales of the related products via proactive actions and initiatives.  Thinking in terms of a high service and support level and building confidence, Customer Service Representative will liaise with Product Support Group, Site Account Manager, and the Regional Sales Manager. 

JOB DUTIES AND RESPONSIBILITIES
•    Handles inquiries, quotes, and sales orders. 
•    Determine replacement parts required, according to inspections of old parts, customer requests, or customers’ descriptions of malfunctions.  •    Inform customers by e-mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays.
•    Verify customer and order information for correctness, checking it against previously obtained information as necessary.
•    Expedite orders when necessary to obtain 100% delivery to schedule.
•    Check inventory records to determine availability of requested merchandise.
•    Maintains and improves spare parts item data in ERP system.
•    Pricing of spare parts according to Metso policy.
•    Receive and fill orders for parts
•    Fill customer orders from stock.
•    Knowledge of principles and processes for providing customer. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
•    Maintain and improve technical knowledge in selected products and technologies.
•    Actively seeks ways to help customers
•    Use good judgment in all situations; always demonstrate a ‘can do’ attitude regardless of request
•    Be accountable; take responsibility for any problem and resolving it to the customer’s satisfaction
•    Monitoring/assessing performance of yourself, other individuals, or organization to make improvements or take corrective action.
•    Warranty support and problem solving
•    Establish and maintain a good company image by ensuring all MO customer contact points get a high competence service and up-to-date sales support.
•    Plan end customer visits aligned with the MO sales team

RELATIONSHIPS

Reports to Senior CSR

COLLABORATION AND STAKEHOLDERS

•    SAM & Service Sales
•    Technical Sales Support and Product Support
•    Global Operations Support Organization •    Customer Operations, Maintenance, planning & purchasing & WH management 

POSITION SPECIFICATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, competency and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS & EXPERIENCE

•    Commercial skills and customer-oriented service.
•    Experience in complex matrix relationships
•    High understanding of customer needs •    Ability to establish priorities
•    Excellent oral and written communication skills
•    Ability to maintain flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
•    Ability to maintain organization in a changing environment.
•    Good knowledge of general office procedures
•    Competency in Computer Software including SAP, Microsoft Office, MS Project a plus. 
•    Experience with ERP/PDM systems.
•    Ability to work independently while performing required tasks.
•    Good interpersonal and customer service skills internally and externally
•    Leadership, dedication, capacity to perform under pressure and a strive to grow professionally
•    Detail oriented

PERFORMANCE METRICS

•    Customer satisfaction
•    QRT - Quotation response time 
•    On time delivery of sales order lines %

JOB STATEMENT

This position assures the quote and order handling competence to give adequate support within Metso Mexico, towards End Customers and Site Account Managers. Primary activities will include quote and order handling end to end process to support customers and Site Account Managers within Sales Team defined. 

The Customer Service Representative will participate with Services sales team to support execution of the market product sales strategy and action plan for the related products for the specific market area.

The Customer Service Representative will create a clear focus on growth of Market Area sales of the related products via proactive actions and initiatives.  Thinking in terms of a high service and support level and building confidence, Customer Service Representative will liaise with Product Support Group, Site Account Manager, and the Regional Sales Manager. 

JOB DUTIES AND RESPONSIBILITIES
•    Handles inquiries, quotes, and sales orders. 
•    Determine replacement parts required, according to inspections of old parts, customer requests, or customers’ descriptions of malfunctions.  •    Inform customers by e-mail or telephone of order information, such as unit prices, shipping dates, and any anticipated delays.
•    Verify customer and order information for correctness, checking it against previously obtained information as necessary.
•    Expedite orders when necessary to obtain 100% delivery to schedule.
•    Check inventory records to determine availability of requested merchandise.
•    Maintains and improves spare parts item data in ERP system.
•    Pricing of spare parts according to Metso policy.
•    Receive and fill orders for parts
•    Fill customer orders from stock.
•    Knowledge of principles and processes for providing customer. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
•    Maintain and improve technical knowledge in selected products and technologies.
•    Actively seeks ways to help customers
•    Use good judgment in all situations; always demonstrate a ‘can do’ attitude regardless of request
•    Be accountable; take responsibility for any problem and resolving it to the customer’s satisfaction
•    Monitoring/assessing performance of yourself, other individuals, or organization to make improvements or take corrective action.
•    Warranty support and problem solving
•    Establish and maintain a good company image by ensuring all MO customer contact points get a high competence service and up-to-date sales support.
•    Plan end customer visits aligned with the MO sales team

RELATIONSHIPS

Reports to Senior CSR

COLLABORATION AND STAKEHOLDERS

•    SAM & Service Sales
•    Technical Sales Support and Product Support
•    Global Operations Support Organization •    Customer Operations, Maintenance, planning & purchasing & WH management 

POSITION SPECIFICATION

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, competency and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS & EXPERIENCE

•    Commercial skills and customer-oriented service.
•    Experience in complex matrix relationships
•    High understanding of customer needs •    Ability to establish priorities
•    Excellent oral and written communication skills
•    Ability to maintain flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
•    Ability to maintain organization in a changing environment.
•    Good knowledge of general office procedures
•    Competency in Computer Software including SAP, Microsoft Office, MS Project a plus. 
•    Experience with ERP/PDM systems.
•    Ability to work independently while performing required tasks.
•    Good interpersonal and customer service skills internally and externally
•    Leadership, dedication, capacity to perform under pressure and a strive to grow professionally
•    Detail oriented

PERFORMANCE METRICS

•    Customer satisfaction
•    QRT - Quotation response time 
•    On time delivery of sales order lines %