Senior Customer Service Representative

• Perform a consistent superior service to the customers in handling customer’s transactions, requests, inquiries and complaints.

• Attend customer contact via telephone and e-mail.

• Perform Order entry, status and invoicing tasks for all customer orders.

• Perform general customer service duties such as problem solving, order verification, credit status and field personnel support.  

• Provide technical information of all products and services and monitor logistics of the delivery process.  

• Inform customers of new products, marketing programs and sales promotions.

• Comply with all corporate customers satisfaction metrics.

REQUERIMENTS

• Strong customer-service orientation with clear, professional communication (phone/email/chat), active listening, empathy, and de-escalation skills.

• Strong attention to detail and discipline to capture complete case details

• Structured problem-solving skills, including troubleshooting, basic root-cause thinking, and sound escalation judgment.

• Proven ability to manage complaints/incidents (e.g., quality claims, shortages, delivery delays) by collecting facts, coordinating next steps, and providing timely updates.

• Proficiency with CRM/ticketing tools and SAP (order-to-cash basics such as order entry, deliveries, billing); strong Microsoft Office skills, especially Excel.

• Strong time-management skills with the ability to prioritize operationally urgent cases, meet response times/SLAs, and manage multiple tickets simultaneously.

• Collaboration skills to work effectively with dispatch, terminals/depots, transport providers, sales, credit, and quality teams.

• Accuracy handling customer and order master data (addresses, quantities, product codes) to prevent service, operational, and safety issues.

• Business-level English and/or Spanish as required for the role and customer base.

• Bachelor's student in Administration, Marketing, or a related field who is currently in their third year or above. 

This is an on-site position located in San Pedro Sula, Honduras.

San Pedro Sula, Departamento de Cortés

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