Customer Service Specialist

SGF Global - Bogotá, D.C., Bogotá, D.C.

Descripción de la oferta

$ 5.000.000,00 (Mensual) Contrato de Obra o labor Tiempo Completo Presencial y remoto

Job Title Customer Service Specialist About the Role We are looking for a Customer Service Specialist to join North America, acting as a key liaison between customers and internal teams. In this role, you will be responsible for delivering an exceptional customer experience by managing the end-to-end order-to-delivery process, ensuring accuracy, timely execution, and proactive communication. You will own customer interactions, resolve issues with urgency, collaborate cross-functionally, and drive solutions that strengthen customer relationships and support business success. Key Responsibilities Serve as a trusted point of contact for customers, responding promptly and professionally to inquiries regarding product availability, pricing, delivery schedules, and order details. Accurately process and manage customer orders in SAP S/4HANA, ensuring data integrity and on-time fulfillment. Collaborate closely with Sales, Planning, Logistics, Regulatory, and Finance teams to ensure flawless execution from order placement through final delivery. Follow up with warehouse partners to confirm shipment execution and resolve fulfillment delays. Resolve delivery tracking inquiries quickly and accurately to ensure customer satisfaction. Monitor and manage open orders daily, prioritizing fulfillment based on customer requirements and product availability. Provide proactive updates on order status, shipment delays, backorders, and delivery timelines. Identify and escalate orders exceeding forecast to Supply Chain and Sales teams to proactively mitigate supply risks. Develop strong product knowledge to confidently support customers. Analyze customer buying patterns and sales data to generate insights and anticipate future needs. Process product returns and manage complaint resolution in alignment with company policies. Execute product allocation according to management directives, ensuring fair distribution and alignment with strategic priorities. Support Finance by providing proof of delivery documentation when required. Support quarterly audits in collaboration with Finance and external auditors to ensure compliance and accurate records. Requirements Education: High School Diploma or GED required; Bachelors degree in Business, Communications, or a related field strongly preferred. Minimum 3 years of experience in a high-volume Customer Service role; experience in the agriculture industry is highly desirable. Previous experience with SAP S/4HANA is preferred. Proven ability to manage a high volume of transactions (100+ orders per day) with accuracy and efficiency. Strong proficiency in Microsoft Excel, including managing and analyzing complex data sets. Solid working knowledge of Microsoft 365 (Outlook, Word, Teams). Excellent time management and multitasking skills in a fast-paced, deadline-driven environment. Highly organized with strong attention to detail and prioritization skills. Excellent verbal and written communication skills. Strong collaboration and teamwork orientation. Familiarity with agricultural terminology or industry practices is a plus, but not required. Desirable Qualifications Experience supporting cross-functional teams in supply chain, logistics, or sales environments. Strong analytical mindset with the ability to translate data into actionable insights. Salary & Benefits Competitive salary, aligned with experience and market standards.

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