Customer Care Analyst Iii Brazil

hace 3 semanas

San José, Costa Rica Emerson A tiempo completo

**Duties and Responsibilities**
- Input orders from internal or external customers into Salesforce and Oracle System.
- Create, retrieve, open and validate customer purchase orders prior to inputting in the Salesforce and Digital Platforms.
- Perform customer set up activities as needed to ensure accurate processing orders and delivery of goods and services
- Handle daily hold reports
- Create new contacts and accounts for end users or sold to/ship to accounts.
- Input Return Material Authorizations (RMA) from Distributors into Oracle System
- Managing daily disputes requests received from account payable team and customers for issues with payments, taxes, freight charges, incorrect address, and PO updates.
- Managing disputes issues including invoicing processes
- Follow the warranty process validation
- Do password resets, licenses queries like upgrades, transfers and fix for licensing procedures
- Support software fulfillment to ensure customer receipt of software via licensing platforms
- Support hardware fulfillment as it relates to communicating with customers the expected shipping dates and expedited order solutions
- Perform customer related financial transactions such as credit and debit memo’s per operating policies and procedures
- Respond to inquiries from various businesses in a timely manner in a solution orientated mindset & manner
- Perform in fast paced customer centric environment
- Navigate effectively within multiple tools, receivable systems and internal processes to deliver accurate and timely deliverables (Salesforce, Microsoft teams, Oracle, Webex, Office Package)
- Help with other tasks assigned by Manager
- To work with proposals, quotes and parts information
- Create customer registrations
- Work Credit requests
- Handle some Brasil legal requests through GR5
- Provide support to the Brasil Sales Team

**Qualifications**
- High School Diploma / GED from an accredited school or institution
- Minimum Experience of 5 to 7 years in similar positions in sales support and customer service
- Demonstrate strong computer and analytical skills using the complete Office Package
- Understanding of Global Market relate to Channel Partners, Resellers and End Users.
- Strong Problem-Solving skills
- Ability to work under pressure and high demand
- Teamwork
- Great interpersonal and Communication skills with customers, teammates and local or external leaders
- Good handling of time management
- Be disciplined, organized, and have consistency
- Written and verbal English skills
- Written and verbal Portuguese skills (intermediate to advance level)
- Autonomy and proactivity
- Multitasking abilities
- High sense of urgency and detailed oriented
- Experienced working with Sales Force & Oracle

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