**Duties and Responsibilities**
- Participate as a Team Leader in the local Business, Engineering, & Support Team organization, representing the needs and requirements of the Customer Care organization
- Communicate issues/concerns/needs of the local team to Americas Customer Care Leader
- Communicate issues/concerns/needs/policy of Costa Rica HR/Management to Americas Customer Care Leader
- Help train new employees on boarded to the Customer Care team
- Approve vacation and special permissions for the team members in Oracle Cloud
- Approve and coordinate performance appraisals for team members in Oracle with collaboration from Americas Customer Care Leader.
- Approve expense reports for Costa Rica team in Oracle.
- 2nd level approver for travel in CWT (1st level approver, Americas Customer Care Leader)
- Be primary point of contact for Costa Rica Team if they have to be out of the office
- Accurately input orders from internal or external customers into Salesforce and/or other systems platforms
- Effectively retrieve, open, validate customer purchase orders prior to inputting in the Salesforce platform
- Perform timely requests to include processing returning material authorizations, credit and debit memo's, address corrections and other customer inquires
- Support software fulfillment to ensure customer receipt of software via licensing platforms
- Support hardware fulfillment as it relates to communicating with customer the expected shipping dates and expedited order solutions
- Perform customer set up activities as needed to ensure accurate processing orders and delivery of goods and services
- Perform customer related financial transactions such as credit and debit memos per operating policies and procedures
- Respond to inquiries from various businesses in a timely manner in a solution orientated mindset & manner
- Able to perform in fast paced customer centric environment
- Navigate effectively within multiple tools, receivable systems, and internal processes to deliver accurate and timely deliverables (SAP, Oracle, Salesforce, etc.)
- Other tasks assigned by Manager or applicable leadership
**Qualifications**
- High School Diploma / GED from an accredited school or institution
- Minimum Experience of 5 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
- Ability to work effectively within cross functional teams and navigate through a global regional matrix structure and help achieve results in timely manner when answers are coming from different country
- Great interpersonal and Communication skills with customers, teammates and local or external leaders
- Good handling of time management
- Be disciplined, organized, and have consistency
- Self
- starter - excited and willing to be start of a "startup" division of commercial operations
- Able to work without direct supervision and having "can do" attitude
- Flexible, self-motivated, and enthusiastic in local language
- Written and verbal English skills
- Autonomy and proactivity
- Multitasking abilities
- High sense of urgency and detailed oriented
- Experienced working with SAP & Sales Force