Customer Services Executive

hace 5 días

Santiago de Chile CRU A tiempo completo

CRU International Ltd. provides world leading business intelligence on the global metals, mining and fertilizer
industries, through market analysis reporting with a subscription-based business model. An exciting opportunity
an advocate for our expanding subscriber base, while proactively supporting the initiatives of numerous internal
departments (Sales, Finance, Marketing). Experience in establishing lasting business relationships is essential to
success in this dynamic role. The Customer Services Executive will be primarily responsible for supporting CRU
clients located in the LATAM/Mexico region and will report to the Head of Customer Services, who is based in
Pittsburgh, PA (USA).

Regional Sales Team support
- Assisting with writing and delivering proposals and contracts as needed.
- Assisting with providing client online usage information to support renewal conversations.
- Gathering client feedback and identifying upsell and cross-sell opportunities for regional sales teams.

Client onboarding and ongoing support
- Proactively ensuring new clientsset up their online account and understand how to consume their
licensed subscription information from the online delivery platform. This will involve conducting
website demonstrations via a teleconferencing system.
- Proactively identifying “at risk” clients who have not logged in after 1 month. Flagging these risks
for the regional sales team and assisting with identifying a suitable replacement user for the
license.
- Handling client enquiriesreceived via the Customer Servicesinbox/helpdesk (managed in
Salesforce CRM). This can include queries involving website navigation, subscription details, user
changes, the invoicing process, and payments.
- Managing client expectations during Holiday/sickness leave when required applicable

Order processing and general admin
- Checking and processing ordersraised by the regional sales team before sending to an external
fulfilment bureau for processing.
- Processing user change requests via Salesforce.
- Completing legal paperwork and supplier forms as required by clients.
- Escalating any process issues to the fulfilment bureau or IT Department for prompt resolution.
- Gaining authorization for invoice or contract amendments.

**Essential Criteria**
Positive attitude with a passion for improving external and internal clients experience
- Excellent process orientation with the ability to “see the bigger picture” and focus on

continual improvements
- Motivated, self-starter with the crucial capacity to adapt to the evolving needs of the

business
- Team player with a proven track record of supporting clients and colleagues that are in

different time zones
- Confident and empathetic phone speaker with excellent written communication skills
- Excellent multi-tasker with the ability to self-manage a daily schedule of responsibilities
- Minimum of 2 years previous experience preferred in a proactive customer services

role where client interactions were a key part of the job responsibilities
- Experience providing sales support to a global team
- Experience supporting a broad base of regional & global clients, including those at

C-suite level
- Familiarity with an information subscription-based business model is preferable
- Proficient in Microsoft full suite of products (Word, Excel, Outlook, PowerPoint)
- Previous experience in the Salesforce CRM system (CPQ specifically) a plus
- Fluency in written and spoken English & Spanish is required; Portuguese a plus

**Desirable Criteria

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