Customer Service Representative

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Assisting AWTP functions, which include Arconic Sales and/or the Global Supply Chain Team. Collaborates closely with production control to maintain just-in-time inventory consistently. Responsible for making daily decisions regarding product shipping to prevent any material shortages for customers.

• Aiding Sales and Marketing initiatives, encompassing customer feedback, providing pricing details, forecasting, and utilizing Customer Relationship Management tools.

• Preparing RMA/Credit documentation and managing all credit processing to resolve disputed items. Overseeing assigned customer statements, ensuring timely and accurate updates of contracted prices.

• Engaging in the resolution of shipment and production conflicts/priorities with Planning and Transportation personnel to guarantee that products are produced and shipped as scheduled. Directly communicates with customers to inform them of any issues or delays, negotiating with the Arconic team as necessary to meet customer needs.

• Fulfilling roles and responsibilities as defined by standard ISO14001 in P-0227.

• Understanding and monitoring trade compliance regulations for imports and exports.

• Following up on CSR improvement initiatives.

• Collaborating with external departments to address customer concerns as required, including supporting the company in managing disputes or resolving grievances.

• Achieving key metrics that bolster CVW’s (Commercial Vehicle Wheels) overall business performance, including but not limited to:

• Ensuring timely and accurate order fulfillment.

• Preventing errors in order entry, claims, and pricing.

• Maintaining open communication with customers (both internal and external) through effective use of phone calls and emails.

• Creating timely and accurate GAM/HAE Trips to schedule production for customer orders the week before the shipping date.

• Building and nurturing strong relationships with Operations teams at Arconic Monterrey, MEX, and Arconic Cleveland, USA Manufacturing Facilities.

• Resolving issues and claims related to supply, payments, quality, etc.

• Following up on 1-800 customer line calls.

⛳️ Requirements

• Less than 6 years of experience in Customer Service, Shipping Planning, Production Scheduling, Quality, and general Import/Export requirements.

• Proficiency in Windows Office and ERP systems (Oracle, SAP, etc.) is desirable.

• College degree preferred, ideally in International Business, Industrial & Systems Engineering, or Business Administration.

• English proficiency at 90% or higher.

• Strong customer focus and service orientation.

• Well-developed interpersonal skills with the ability to connect with diverse personalities.

• A problem-solving mindset.

• Highly organized and able to multitask effectively.

• High energy level and a strong sense of responsibility.

• Excellent communication skills, both written and verbal.

• Team player.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health insurance and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work environment and supportive company culture.