Titulo de empleo: Customer Service Operational Representative
Tipo de Empleo: Permanente
Tipo de vacío: Full-time
Industria: Call Centre and Customer Service
Experiencia: Client Services Customer Service
Skills: Customer Service 2 years of experience in customer servic Bachelor's degree preferable Fluent in English Answer phone calls and / or written questions from emails from customers Order Processing US Visa / Mex Passport Availability to travel & have Training in Canada
Empleo publicado: 09-10-2019
Identificador del Empleo: 32869
Nombre de contacto: Ruben Carrillo
Número de telefono: 9694693
Email de contacto: ruben.carrillo@napsmexico.com

Descripción del Empleo


The functions of the Customer Service Operational Representative is to be a link between the customer and our sales team, making sure the value of customer focus is always assured while working with our sales and shipping teams to ensure time and efficiently in our delivery process to our clients.



ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  1. Answer phone calls and / or written questions from emails from customers.
  2. Enter customer orders (solve/get answers to ambiguities) in Visual
  3. Confirm order shipping date
  4. Write proforma invoices
  5. Request shipping quotes from logistics
  6. Communicate discrepancies with customer order (credit, MOQ, price)
  7. Make sure orders are shipped; if not verify why and when it will ship.
  8. Communicate changes to customer and follow up on orders.
  9. Enter, follow-up and help resolve customer complaints, Issue RTS & RMA numbers
  10. Correct errors (fill in credit request)
  11. Communicate with account specialist and sales rep when an item isn't moving anymore or if there is too little in the agreement to meet customer needs.
  12. Keep updated on sales opportunities
  13. Create & receive transfers (IBT) in warehouses different than PQ1 & GAMX
  14. Determine priorities with regards to customer needs
  15. Help when a colleague is overwhelmed or absent.
  16. Communicate with customers to determine their forecast
  17. Take care early buy program for your customers
  18. Make sure customer agreements are followed
  19. Forecasting (getting info from customer, analysis and entry)
  20. Negotiations with customers (on issues, on pricing, on shipping)
  21. Contract analysis
  22. Manage contracts (have contract respected)
  23. Manage consignments
  24. Take initiative and respond to the customer quickly
  25. Find ways to be more efficient
  26. Suggest improvements in department






To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Bachelors degree preferable.
  • 2 years of experience in customer service.



  • Fluent in English is a requirement for this position.
  • Good communication skills are needed for this position.




    • PC Windows (vista, 7, 10)
    • Microsoft Office (excel, word, power point)
    • CRM
    • Oracle / SAP



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • None.



  • Teamwork
  • Decision making
  • Problem Solving
  • Negotiation skills
  • Communication skills
  • Accepts and embraces change