Customer Service Analyst

About the Role:

Maintains direct contact with different customers before and/or after the sale, via telephone, email, chat or through other social media platforms.  Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).

Give supports to supervisors in day by day cases/tickets

Works with various departments to meet maintenance services sales goals.

Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management.

Focus of work may be in pre-sale or post-sales or both.

Pre sale: Responds to customer inquiries to determine appropriate product literature and pricing schedules; influences production and shipping schedules; recommends price changes based on company/customer relationship; recognizes new business opportunities.

Post sale: Responds to customer inquiries (RMA, status, delivery, etc.).

Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; changes production and shipping schedules; and recognizes add-on business opportunities.

What You'll Do:

Reviews open tickets to ensure progression through lifecycle is following appropriate steps

Invoice registration

Process analysis

Categorizing SKUs according to Mexican regulations

Occasionally attending audits

Leads process improvement initiatives

Performs quality reviews for process adherence on assigned team members/programs(s) 10% Provides certification of training given to new employees during “knowledge check”

Trains new team members on key program(s)

May assist with other duties as assigned

What We're Looking For:

Knowledge Skills and Experience

 1 to 2 years of relevant work experience

Excellent attitude

Proficiency in Microsoft Office Suite

Availability to continue learning

Availability to work in the office

Basic English

Education

High School Diploma. 

Some college credits preferred.

Other:

Ability to clearly communicate and understand both verbal and written English

Ability to utilize experience, process documentation, and logical thought process to determine course of action

Able to constructively work under stress and pressure when faced with high workloads and deadlines.

Thorough knowledge of customer service standards Intermediate level

Ability to multitask in a fast-paced environment

Overtime may be required based upon business needs

Remote/ Work from home if appropriate

On Call available may be required as necessary

Key Skills

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At TD SYNNEX, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!