Summary
handle customer contacts from different channels to provide and process information in response to inquiries, concerns and requests about products, services and general information from the different segments handled in the department. Creates performance reports and provides mentoring to new agents or agents that have been recently trained in a new segment. Take payments for customers to place orders at a store or the website.
responsibilities
* create performance reports and provides mentorings and feedback to new agents or agents that have been recently trained in a new segment. Process orders, rebates, complaints.
requirements
* a high school diploma or equivalent (g.e.d.), may include specialized or vocational courses.
* area of study: customer service.
* years of experience: one to two years.
* type of experience: customer service, call center knowledge, autozone culture.
* special certifications or technical skills: communication skills - verbal and written, bilingual, basic computer software.
* other/preferred: self-direction.
employee helpline & hr support specialist
position summary
this role serves as the account team's primary point of contact—fielding and resolving a wide variety of employee inquiries. The employee helpline & hr support specialist provides exceptional customer service while investigating and resolving requests related to payroll, time and attendance, hr technology, benefits, and other general hr topics. When necessary, the specialist triages requests to the appropriate team member.
key responsibilities: employee helpline support
* receive and screen confidential employee phone calls.
* triage questions and concerns to appropriate escalation points (supervisor, account manager, hr, etc.).
* route incoming documents to the correct parties (e.g., workers' compensation forms, loa documentation).
* assist with:
o pto inquiries
o direct deposit and paystub questions
o benefit enrollments and id card inquiries
o benefit deduction questions
o provide support with password resets and login troubleshooting for hr systems.
hr operations support
* participate in departmental projects and track progress.
* complete verbal employment verifications.
* assist with complex assignments as directed.
* maintain accurate and detailed records within crm systems.
customer service
* manage high volumes of inbound and outbound calls professionally and efficiently.
* engage employees in a friendly, empathetic, and solutions‐oriented manner.
* meet personal and team‐based qualitative and quantitative performance targets.
additional responsibilities
* follow internal and client-specific escalation protocols.
* perform other duties as assigned.
required skills & qualifications
* education: high school diploma required; bachelor's in human resources or related field preferred.
* experience: minimum 1 year of customer service experience.
* communication: strong verbal and written communication skills; ability to maintain professionalism at all levels.
* teamwork: ability to work independently and collaboratively.
* customer service orientation: compassionate, patient, and solution-focused.
* problem solving: ability to troubleshoot issues using available resources.
* time management: skilled in handling high call volumes efficiently.
* attention to detail: experience with crm systems; accurate documentation practices.
* organization & business acumen: ability to engage professionally while meeting performance goals.
vacante details (back office de chihuahua)
* puesto: agente de servicio al cliente (sales & travel advisor)
* ubicación: solvo global avenida universidad, chihuahua, chihuahua
* horario: rotativo de lunes a domingo, 40 horas semanales en operaciones
* requisitos:
o inglés c1.
o proactividad y capacidad de autogestión.
o responsabilidad y compromiso con los resultados.
o iniciativa para la resolución de problemas.
o facilidad y gusto por la comunicación telefónica con clientes.
o adaptabilidad y enfoque en la satisfacción del cliente.
o capacidad para convencer y cerrar ventas.
o dinamismo y habilidad para transmitir entusiasmo en las llamadas.
* beneficios:
o salario base + comisiones y bonos.
o ambiente de trabajo flexible y colaborativo.
o contrato a término indefinido con entrenamiento pago.
* otros requisitos:
o nivel de educación deseada: básica
o nivel de experiencia deseada: nivel medio
o función departamental: turismo / hotelería
o industria: call centers / telemarketing
customer service manager
the customer service manager is responsible for ensuring customer satisfaction across the organization while maintaining optimal operational costs. This role oversees effective demand management through robust processes and a well‐trained, motivated team. The manager ensures timely responses to customer needs, on‐time delivery performance, clear communication, and proactive management of customer concerns, maintaining finished goods inventory at appropriate and safe levels.
educational requirements
* bachelor's degree required.
experience
* minimum 5 years of experience in customer service, demand management, or supply chain.
* at least 2 years of experience in management or leadership role.
* advanced english.
skills and competencies
* extensive experience in core customer service processes.
* proficiency in bpcs and advanced knowledge of microsoft excel.
* strong organizational, analytical, and problem‐solving skills.
* excellent communication and interpersonal abilities.
* proven ability to coach, develop, and motivate teams.
* results‐oriented with a continuous improvement mindset.
key responsibilities
* responsible and accountable for:
o managing a team of account coordinators and team leads.
o ensuring accurate and timely loading of customer demand and maintaining the sales forecasting process.
o overseeing on‐time and cost‐effective processing of ship tickets.
o driving on‐time delivery improvements and following up on past‐due elimination.
o identifying customer escalations and coordinating timely internal responses.
o monitoring demand variations and ensuring proper alignment with production and logistics.
o coordinating cost recovery efforts (premium freight, excess & obsolete inventory, overtime, etc.) resulting from demand fluctuations or cancellations.
involved and consulted on
* recruitment and hiring processes for the customer service department.
* continuous improvement initiatives related to customer satisfaction and operational efficiency.
* development and implementation of overall customer service team strategies.
* new customers or part launches, ensuring smooth communication and transition with internal and external stakeholders.
duties and responsibilities
* manage customer communications, serving as the primary point of contact for customer requirements at the juarez site, in coordination with operations managers, including demand management, deliveries, quality issues, engineering requirements, and other needs as required.
* develop forecasts and budgets, maintain product line forecasts with input from customers, the sales team, and operations. Prepare product line sales budgets in coordination with the site operations teams, sales directors and sales account managers.
* receive and process customer forecast and purchase orders.
* work with planning team to enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling.
* work closely with the planning and production teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met (siop).
* inform account manager of any significant changes or issues with a customer account or customer forecasts.
* ensure that all purchase orders have accurate pricing and if not, collaborate with product management/account manager to resolve any discrepancies, processing only those pos that have correct pricing.
* develop and manage customer specific forecasts, inventory models and stocking programs to insure that we can provide product to meet the customer requirements. Maintain and manage any finished goods safety stock requirements through the forecast and sales orders.
* assist the account manager to coordinate customer visits as needed.
* respond to customer inquiries in a timely manner.
* initiate, monitor and/or process customer complaints, follow up with relevant departments, and manage communication with the customer.
* process demand forecasts, change orders, trial orders, remake orders and rework orders to comply with customer needs.
* provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process.
* ability to work extended hours if needed.
* perform related duties as assigned by supervisor.
qualifications
* bilingual, must have excellent verbal and written communication skills in both spanish and english.
* at least 5 years of customer service experience in a manufacturing industry preferred.
* demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management.
* strong computer skills and working knowledge of microsoft office (especially excel and word).
* must have good organizational skills and be able to multi‐task with minimal direction and supervision.
* experience in medical device market.
* knowledge of international trade requirements for export customers.
* ability to respond to common inquiries or complaints from customers. Ability to effectively present information to top management. Ability to read, analyze and interpret common financial reports.
* ability to compute rate, ratio and percent and to interpret bar graphs. Ability to calculate figures and amounts such as proportions and percentages. Ability to apply concepts such as fractions, percentages, ratios and proportions to practical situations.
* ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
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