Customer Support Analyst
hace 4 meses
Soporte a los procesos de **order entry y logísticos**, de los clientes con las áreas involucradas (Transporte, Servicio al cliente, Calidad, etc.) garantizando níveles de servicio adecuados de parte de KCP.
- Documentar, direccionar y estandarizar procesos a nível LAO, generando experiências positivas en cada punto de contacto del cliente, presentando los resultados alcanzados durante las reuniones comerciales de frecuencia mensual.
- Soporte y seguimiento al pago de **notas créditos y descuentos especiales **otorgados a los clientes según política comercial de cada país, siendo garante del cumplimiento de los tiempos de respuesta según SLA establecido por KCP.
- Contribuir en las interacciones y gestión de cartera con los clientes en alineación con el área de **Crédito & Cobranza.**
- Contribuir al uso correcto de herramientas digitales y sistemas de información de KC (SAP, Customer Portal, BOT, Salesforce, ETQ y Delivery Tracking Report), garantizando la confidencialidad de la información disponible, soporte al cliente y velando por mantener la información actualizada en la organización.
- Gestionar los casos, solicitudes e incidentes recibidos de los clientes a través de la herramienta Service Cloud, garantizando la calidad del servicio establecido por KCP.
- **EXPERIENCIA**
- 2- 4 años en departamentos de Administración de Ventas, Desarrollo y Seguimiento de Informes Comerciales, Servicio al Cliente, Inside Sales y/o áreas de soporte administrativo.
- **CONOCIMIENTOS**
- MS Office a nível alto (especialmente Excel).
- Manejo de Herramienta seguimiento de ventas.
- Manejo de Herramientas de gestión de información y procesamiento de datos CRM (Idealmente SAP y Salesforce)
- **EDUCACIÓN**
- Profesional en carreras administrativas, logísticas, ciencias sociales comerciales y/o afines.
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