Sonoco

Manufactures consumer, industrial, healthcare packaging

Associate – Customer Service

Account ManagementConfirmed live in the last 24 hours

Full-timeSanta Clara, MexicoNo salary listedHybrid

About the Job

Requirements

A completed Licenciatura in Administración, Comercio, Ingeniería, or a related field is required.
Experience in customer service, internal sales, or order administration is required.
Knowledge of manufacturing, logistics, or supply-chain processes is desired, preferably in the paper industry.
Experience with ERP or purchase-order systems, preferably Oracle, is desired.
Intermediate Excel skills are required.
Intermediate English is desired.
Strong customer orientation and follow-up are required.
Knowledge of continuous-improvement methodology is required.
CRM knowledge is desired.
Effective communication, organization and administrative control, teamwork, urgency, and problem-analysis and solution skills are required.

Responsibilities

Manage the assigned customer portfolio.
Enter purchase orders into the Oracle system and track them from receipt through delivery.
Inform customers promptly of any delivery-date deviations.
Coordinate with Production, Planning, Shipping, and Quality to ensure orders are fulfilled.
Handle and follow up on customer complaints.
Maintain regular communication with customers about order status.
Prepare sales reports and indicators.
Identify opportunities to improve customer-service processes.
Participate in customer meetings when required.
Participate in internal meetings focused on customer service.
Support performance against customer-service level, OTIF (On Time In Full), customer response time, complaint-closure time, incidents caused by lack of communication, customer satisfaction, order-entry accuracy, and sales indicators to be defined.

Desired Qualifications

Knowledge of manufacturing, logistics, or supply-chain processes, preferably in the paper industry.
Experience with ERP or purchase-order systems, preferably Oracle.
Intermediate English.
CRM knowledge.

Objetivo del puesto

Brindar una atención integral y oportuna a los clientes, asegurando el cumplimiento de sus requerimientos, el seguimiento de pedidos y la resolución de incidencias, contribuyendo a la satisfacción del cliente y al logro de los objetivos comerciales de la empresa.

Responsabilidades principales

Administrar la cartera de clientes asignada.
Subir al sistema Oracle y dar seguimiento a órdenes de compra desde su recepción hasta la entrega.
Informar oportunamente al cliente cualquier desviación en fechas de entrega.
Coordinar con Producción, Planeación, Embarques y Calidad el cumplimiento de los pedidos.
Atender y dar seguimiento a reclamaciones de clientes.
Mantener comunicación constante con los clientes respecto al estatus de sus pedidos.
Elaborar reportes e indicadores de ventas.
Detectar oportunidades de mejora en los procesos de atención al cliente.
Participar en reuniones con clientes cuando sea requerido.
Participar en reuniones internas enfocadas al servicio del cliente

Requisitos

Licenciatura concluida en Administración, Comercio, Ingeniería o afín.
Experiencia en Servicio al Cliente, Ventas internas o Administración de pedidos.
Conocimiento en procesos de manufactura, logística o cadena de suministro (deseable ramo papelero).
Manejo de ERP / sistemas de órdenes de compra (deseable ORACLE).
Excel intermedio.
Inglés intermedio (deseable).
Alta orientación al cliente y seguimiento.
Conocimiento en metodología de mejora continua.
CRM (deseable)

Competencias

Comunicación efectiva.
Organización y control administrativo.
Trabajo en equipo.
Sentido de urgencia.
Análisis y solución de problemas.

Indicadores

Nivel de servicio al cliente.
OTIF (On Time In Full).
Tiempo de respuesta al cliente.
Tiempo de cierre de reclamaciones.
Número de incidencias por falta de comunicación.
Satisfacción del cliente.
Exactitud en la captura de pedidos.
Indicadores de ventas por definir

Ofrecemos

Sueldo competitivo.
Prestaciones superiores a las de ley.
Fondo de ahorro.
Seguro de gastos médicos mayores.
Estabilidad y desarrollo profesional.

We are an equal opportunity employer, and we strictly prohibit and do not tolerate discrimination against employees, applicants or any other covered persons because of race, color, religion, national origin or ancestry, sex, pregnancy, sexual orientation, marital status, gender identity or expression, age, disability, genetic information, veteran status, or any legally protected characteristic.

About the Company

Sonoco

Manufactures consumer, industrial, healthcare packaging

Sonoco is a global packaging company that manufactures consumer, industrial, healthcare and protective packaging. It produces a range of packaging products and integrated solutions used to protect, present and brand products across many industries, drawing on materials like paper, plastic and metal. Its offerings cover design, conversion and production of packaging that helps brands create unique experiences and maintain product quality from manufacture to shelf. Compared with peers, Sonoco emphasizes scale, geographic reach (34 countries) and end-to-end packaging solutions, plus a track record of recognizing sustainability and social responsibility, including listings in Fortune’s World’s Most Admired Companies and Barron’s 100 Most Sustainable Companies. The company’s stated goal is Better Packaging. Better Life., focusing on sustainable products, services, and programs for customers, employees and communities.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Hartsville, SC
Founded: 1899

Recently Posted Jobs

Explore more opportunities at Sonoco

See more jobs