Team Overview and Job Responsibilities
Our mission as Customer Service is to ensure that our clients live a simple, clear and special business experience, through optimized service processes led by a highly skilled and engaged team. We are responsible for mobilizing all the forces of our company towards the fulfillment of our customers' satisfaction. As part of the Customer Service Team, supporting Central America and the Caribbean, you will be responsible for the implementation, maintenance and continuous improvement of important interface tools, portals and data platforms used by our company to interact with our clients, ensuring the timely and smooth management of the business relationship with new and established customers. You will be working in collaboration with the rest of the Customer Service team as well as with other functional areas throughout the organization to ensure the accomplishment of this mission.
Job responsibilities:
- Manage customer interactions with existing and new interface tools, portals, and technological platforms, aimed at fulfilling customer service expectations regarding the full offer and order cycle, contracts, data analysis, and claim management.
- Develop, prepare, and share data and analysis to extract performance data for these business tools and measure effectiveness in terms of customer experience enhancement.
- Review and interpret customer needs and feedback and translate them into solutions to improve customer experience.
- Continuously develop product/client knowledge through internal and/or external trainings.
- Participate in cross-functional projects impacting the department and the organization.
- Interface with various departments within the company, including IT, Logistics, Quality, Manufacturing, Finance, Engineering, and Product Management, to meet the needs of the customer and to ensure timely delivery and accurate receipt of products.
- Promote a customer-centric culture, focusing on the commitment of each functional area to integrate them into the transformative process and strategic relationship with our clients.
- Maintain records, documents, and procedures in compliance with company policies.
Who are we looking for?
**Requirements**:
- Advanced studies in Industrial Engineering, Project management, Business Administration, or related area.
- Intermediate to advanced English level (B1/B2).
- Proficiency with Microsoft Office, including Excel skills.
- Strategic data analysis
- Problem-solving skills.
- Ability to work multiple improvement projects at once
- Focus on quality and continuous improvement.
- Excellent oral and written communication skills.
Desirable
- 1 year of experience in job-related work, such as customer service, CRM, project management.
- Experience with process optimization projects
- Proficiency in ERP systems (BPCS/SAP)
- Power BI knowledge
- Prysmian Group, as an Equal Opportunity Employer, aims to attract and recruit individuals with diverse backgrounds, skills, and abilities. We strongly believe that diversity brings significant value at all levels of the organization, increasing the possibility of capturing market opportunities and maximizing value for our customers and stakeholders. With Diversity, Equity, and Inclusion (DE&I) as part of our Social Ambition 2030 and a strategic pillar of our Company culture, Prysmian Group is committed to the development of an organization that prioritizes talent, where people feel respected, included, and free to fully express their potential just as they are._
- All Managers and HRs in Prysmian Group are responsible for ensuring DE&I policies are respected during the recruiting process, as well as recognizing and mitigating unconscious biases that must not influence our selection processes. All persons will be considered for employment without regard to their race, ethnicity, religion, nationality, origin, citizenship status, socio-economic status, age, sex, gender identity or expression, sexual orientation, marital status, disability, military service or veteran status, pregnancy, parental leave, medical conditions, or any other characteristic protected by applicable federal, state or local laws. Prysmian Group will endeavor to make a reasonable accommodation for any disclosed physical or neurological condition or disability of a qualified applicant unless the accommodation would impose an undue hardship on the operation of our business._
- Visit our _
- DE&I _
page
- to learn more about Prysmian Group's commitments._