The Customer Service Representative manages the full order-to-cash process through B2B platform for drop shipment orders. The role is the main point of contact with customers and serves as a liaison with the headquarters customer service team. She/he possesses a basic to medium knowledge of foreign trade, ocean transportation, customs and all the documents related to import processes.

1) Drop Shipment & Customer Service Management
·        Manage drop shipment orders submission according to the calendars, budgets, and forecast to ensure timely deliveries from Headquarters.
·        Monitor product availability, communicate potential changes, and proactively identify and mitigate supply risks.
·        Prepare, verify, and distribute import and shipping documentation, including Bills of Lading, invoices, packing lists, freight rates, ETDs, and ETAs, ensuring readiness before vessel arrival.
·        Train and guide to new domestic local Cross-dock customers on the B2B platform, while encouraging existing customers to use it as their primary order submission tool
·        Lead the B2B platform performance by strengthening the communication with the HQ’s digital area to resolve any constraint or issue quickest to avoid any delay in orders submission.
·        Assist with sales order processing, billing inquiries, claims resolution, and help address issues raised by distributors.

2) Operational Support
·        Receive, verify, enter the customer orders as needed for Cross-dock and inventory orders process, verifying promotions, price list, and discounts.
·        Send confirmations and follow up from orders receiving until get the products ready to ship and invoice
·        Serve as the primary point of contact for customers, distributors, commercial teams, and finance, addressing inquiries, claims, backorders, shortages, damages, credits, and delivery delays.
·        Work closely with internal logistics and with the 3PL’s to conduct shipments arrangements.
·        Execution of Billing process as needed.
·        Provide backup support for Logistics and other operational functions as needed
·        Prepare ad hoc reports and analyses requested by management

3) Process Improvement & Systems
·        Design, deploy and implement procedures and work flows what allows to have mapped the CSR operation; customers claim among others.
·        Manage SAP & B2B tickets, supporting automation initiatives, process optimization, and data integrity

4) Monitoring & Controls
·        Maintain and update drop shipment reporting tools, including SharePoint dashboards, and coordinate information updates with the France CSR team.
·        Monitor customer permit balances (SENER permits) and proactively flag potential compliance issues.
·        ·        Delivery plan: Track local orders from receipt through billing to ensure delivery plan execution.
·        Develop and maintain CSR KPIs, dashboards, reports (FR-OT-OTIF)

Education / Qualification:

1)     Bachelor's Degree in Logistics, Supply Chain, Transportation, International Trade, Business Administration, or a related field.

 Experience and capabilities needed:

1)     5 years of experience handling Order-to-cash (O2C) process management, either in international and domestic environments

2)     SAP:  sales orders and billing processes

3)     Highly organized and detail-oriented, with excellent planning and prioritization skills.

4)     High resilience and diplomacy to manage complex customer relationships

5)     High ability to lead internally and externally with stakeholders to achieve customers needs

6)     Analytic and methodological person to enhance the CSR role

7)     Dynamic, innovative, and can-do attitude

8)     Resolutive and holistic thinking

 Language:                                   

1)     Spanish: native tong.

2)     English: Fluent (written and spoken is a must)

 IT Knowledge: ( must-have)       

1)     Proficient in SAP order to cash modules and some finances as sales monitoring usage)

2)     Advanced Excel (pivot tables, graphics)

3)     Power BI, Dashboards creation and management, Automation

4)     Other logistics tracking systems