The Customer Service Agent must:
- Create quotes based on customer requirements and commercial agreements between ASP and the customer’s company.
- Enter and process all incoming orders, including SFDC, EDI, web portal, emails, and phone calls.
- Enter and process returns and the corresponding credit notes.
- Respond to all customer inquiries in a timely and accurate manner.
- Provide, within established timelines, appropriate solutions and/or alternatives to resolve customer complaints.
- Maintain customer records updated with accurate account information.
- Demonstrate knowledge of products, services, and internal procedures to effectively guide customers toward a solution.
- Maintain a high level of commitment to delivering an exceptional customer experience.
- Coordinate activities and processes between ASP and service providers, including internal and external partners.
- Coordinate order management activities between the Customer Service team and internal departments (e.g., Planning, Logistics, Marketing, and Sales).
- Identify deviations in operational processes, propose countermeasures, and resolve complex issues proactively.
- Develop reports and perform trend analysis on key performance indicators (KPIs) related to order management.
- Identify opportunities for improvement in operational processes, propose enhancements, and support the design and implementation of optimized processes.
- Be responsible for communicating business issues or opportunities to the next level of management.
Years of Related Experience: - More than 5 years of experience in a customer service position.
- Minimum of 2 years of experience in a Sales or Marketing support position
Minimum of 2 years as regional LATAM Customer Service
Knowledge, Skills, Abilities, Certifications/Licenses, and Affiliations:
(Include any required computer skills, regulatory knowledge, certifications, licenses, languages, cognitive and behavioral abilities etc.)
- Extensive knowledge of customer service and order management, including capital goods processing.
- Knowledge of group purchasing organizations (GPO), government contracts and healthcare compliance.
- Computer skills with an emphasis on Excel, Word, SAP, PowerPoint and Outlook.
- Strong time organization skills.
- Extensive knowledge in SAP system, SAP 4 HANNA is an advantage.
- Excellent verbal and written communication skills, both in Spanish and English.
- Experience working within a matrix organization with the ability to collaborate with multidisciplinary teams and drive progress.
- Knowledge of order entry and case management. Tracking within a customer relationship management tool, example: Salesforce.com
- Knowledge of Supply Chain processes (Inbound, Outbound, Planning) is highly desirable.
- Knowledge of Incoterms and documents for export markets in LATAM is highly desirable.
Here are some examples of the traits we value for this role:
• Attention to detail and precision.
• Strong sense of urgency.
• Strong sense of teamwork and customer satisfaction
• Medical Device / Life Science work experience preferred
About Us
Fortive Corporation Overview
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.
We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.
At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating.
Fortive: For you, for us, for growth.
