Customer Service coordinator

Liderar el área de atención postventa, asegurando una la mejor experiencia para cliente, siendo responsable del equipo de contract management y servicio al cliente. Coordinar con las áreas de la cadena de suministro, comercial y técnica para garantizar el cumplimiento de los estándares de servicio, la mejora continua de procesos y el desarrollo del equipo de analistas de postventa. Su foco debe ser cliente, mejorar la experiencia de servicio, solucion de problemas, entregar valor agregado, visitas periodicas a clientes para buscar siempre alternativas de mejora continua y mantener clientes cautivos por el servicio.

Lead the after-sales service area, ensuring the best customer experience, being responsible for the contract management and customer service team. Coordinate with the supply chain, commercial, and technical areas to ensure compliance with service standards, continuous process improvement, and the development of the after-sales analyst team. Your focus should be on the customer, improving the service experience, solving problems, delivering added value, making regular visits to customers to always seek alternatives for continuous improvement, and maintaining customer loyalty through service.

Translated with (free version)

Supervisar y desarrollar al equipo de servicio al cliente y contract management, promoviendo una cultura de excelencia en el servicio.

• Diseñar e implementar estrategias para la atención postventa, alineadas con los objetivos de la gerencia de Supply Chain/Comercial para mejorar la experiencia de servicio a la medida de cada cliente.
• Monitorear y asegurar la correcta gestión de pedidos, reclamos, notas de débito/crédito y solicitudes especiales. Mantener un proceso fluido y centrado con el equipo de despacho para el cumplimiento al cliente.
• Coordinar con áreas de Pre-Venta, Ventas, R&D, Producción, Calidad, Administración y Finanzas para garantizar la satisfacción del cliente y el cumplimiento de tiempos de entrega.
• Analizar indicadores de desempeño (nivel de servicio, satisfacción del cliente, no conformidades) y proponer acciones de mejora.
• Participar activamente en proyectos estratégicos orientados a mejorar la experiencia del cliente y fortalecer las relaciones comerciales. Foco en el cliente, desarrolllando planes especificos para cada cliente
• Liderar iniciativas de desarrollo de clientes en coordinación con Ventas y Pre-Ventas.
• Apoyar procesos de negociación con clientes, dentro de los límites de autonomía definidos, asegurando la coordinación con el área de Ventas para acuerdos específicos.
• Asegurar el cumplimiento de políticas, procedimientos e instructivos de los Sistemas de Gestión (ISO 9001, 14001, 45001,

Supervise and develop the customer service and contract management team, promoting a culture of service excellence.

• Design and implement after-sales service strategies aligned with Supply Chain/Commercial management objectives to improve the service experience tailored to each customer.
• Monitor and ensure the proper management of orders, claims, debit/credit notes, and special requests. Maintain a smooth and focused process with the dispatch team for customer compliance.
• Coordinate with Pre-Sales, Sales, R&D, Production, Quality, Administration, and Finance to ensure customer satisfaction and on-time delivery.
• Analyze performance indicators (service level, customer satisfaction, non-conformities) and propose improvement actions.
• Actively participate in strategic projects aimed at improving the customer experience and strengthening business relationships. Focus on the customer, developing specific plans for each customer.
• Lead customer development initiatives in coordination with Sales and Pre-Sales.
• Support customer negotiation processes, within defined limits of autonomy, ensuring coordination with the Sales area for specific agreements.
• Ensure compliance with Management System policies, procedures, and instructions (ISO 9001, 14001, 45001,

Prysmian , 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 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 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 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.

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