Customer Service Representative

This is a fully remote position, open to applicants in Mexico, +4 more countries.

📋 Description

• Review vendor order acknowledgments to verify accuracy against internal purchase orders.

• Identify inconsistencies in products, specifications, and delivery schedules.

• Manage modifications to orders, including changes in quantities, finishes, or model numbers.

• Process cancellations after confirming product customizability and shipment status, while adjusting pricing and freight charges accordingly.

• Collaborate with carriers and logistics providers to track shipments, obtain tracking information, and provide precise estimated arrival times (ETAs).

• Authorize returns and clarify policies regarding credit adjustments, return freight, and restocking fees.

• Oversee debit/credit adjustments for both vendors and customers.

• Assess freight damage reports, request photographic documentation, and evaluate the feasibility of repairs.

• Process orders for replacements, coordinate the dispatch of replacement parts, and issue secondary labor orders when necessary.

• File and monitor freight claims related to shortages, refused deliveries, and damages.

• Investigate issues related to product performance, distinguishing between manufacturing defects, normal wear, and misuse.

• Authorize warranty resolutions in accordance with company guidelines.

• Maintain detailed records of orders, contact information, and case histories.

• Utilize company and vendor websites to access technical specifications and provide guidance to clients.

• Act as the primary post-purchase contact, coordinating with Sales, Accounts Payable, Accounts Receivable, logistics partners, and freight carriers.

⛳️ Requirements

• 2–4 years of proven experience in customer support, order management, or logistics administration, ideally within the commercial or educational furniture industry.

• Demonstrated ability to make sound decisions, foresee operational challenges, and independently resolve intricate post-order issues with minimal supervision.

• Outstanding verbal and written communication abilities, complemented by active listening skills and effective follow-up practices.

• Capacity to handle sensitive customer situations with poise and diplomacy, fostering confidence in product quality and commitment to service excellence.

🏝️ Benefits

• Work remotely

• Vacation: 10 business days per year

• Holidays: 5 National Holidays each year

• Company Holidays: 5 Company Holidays annually (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)

• Parental Leave

• Health Care Reimbursement

• Active Lifestyle Reimbursement

• Quarterly Home Office Reimbursement

• Payroll Deduction Purchase Plans

• Longevity Bonus

• Continuous Learning Bonus

• Access to Training and Professional Development Platforms