Customer Service Representative

Customer Service Representative

Master Lock manufactures a wide range of innovative security and protection solutions for your home, office, and industrial environments. Since 1921, Master Lock has been committed to providing high-quality products that offer security and peace of mind to our customers. Master Lock and our sister brand SentrySafe are part of Fortune Brands Innovations (FBIN).

Why work with us? You will get the flexibility to balance your life, at every stage of life with Total Rewards that support your physical, emotional, and financial well-being. We also support an inclusive and diverse culture where everyone is encouraged and empowered to be authentic, and where our differences and unique perspectives are a key strength.

Overview

Provide exceptional service to our international customers through all available communication channels, managing quotes, purchase orders, returns, and coordinating with carriers and distributors. Ensure timely follow-up on each request to guarantee high-quality service and contribute to transforming each interaction into an experience that enhances the lives of our customers.

Responsibilities

• Receive and capture international customer orders arriving via email.
• Ensure that the formal purchase order from the customer meets the international requirements established by the Customs Compliance department.
• Handle issues and requests received through the Nice CxOne phone line and/or Oracle Service Cloud email. These may vary from general product information, current order status, providing quotes, resolution of defective product issues, generation of internal quality investigations (CFs), controlling return requests (RMAs), processing credit and debit memos as required.
• Manage incoming calls from commercial, retail, and consumer clients; incoming and outgoing calls and messages.
• Provide adequate order follow-up. Ensure processing from the capture point, follow-up in the production process for timely shipment, correct shipment of the order to its destination. Other duties include: ensuring that it is sent and delivered in an accepted container by our customs department, current order status queries, providing quality certificates, managing and providing certificates of origin, documenting complaints with our carriers when applicable (EZ Claims).
• Interact with other departments to resolve customer issues. Among the departments involved are, but are not limited to: Manufacturing, Finance, Customs, Distribution, Transportation, Engineering, Systems, SKU Team, Pricing, Sales, etc.
• Be the link between our customers and the different internal departments of Master Lock for problem resolution.
• Be responsible for contributing individually to the success of the team by punctual and constant compliance with the schedule, ensuring daily availability and achievement of the service level goals established.
• Participate in projects and initiatives that support the needs and objectives of the Customer Service department as necessary.
• Be able to work and adapt to a dynamic, fast-paced, multitasking, team-based environment.
• Adhere to the procedures of our quality system for the daily development of your work.
• Perform a daily review of open orders and proformas, ensuring that each order's notes are specific and clear, including the detailed reason why it remains open.
• Register new delivery addresses for already established accounts, both domestic and international.
• Register new shipper addresses for already established international accounts.
• Verify and promptly resolve the issues identified in the orders by the different workflows, ensuring their correct flow and processing within the system.
• Develop and maintain knowledge of Master Lock, American Lock, Sentry Safes products; as well as policies and procedures necessary to provide timely assistance to our international customers.
• Attend informative meetings and training sessions related to new products, processes, and other relevant topics.
• Provide support in the follow-up and investigation of Customer Complaints (CFs), according to the requirements of the Customer Service area, both at the corporate and local (Nogales) level.
• Attend audits established by the quality management system.
• Promote activities and improvement projects that apply to the area.
• Receive assignments in non-related work such as: Answering key requisitions, combo mailers, order and chart audits.
• Support in the identification and solution of the probable problems reported by production.
• Support in annual inventory

Qualifications

Education:

• Bachelor's degree in business administration or related field.

Experience:

• 5 to 7 years of experience in the field.

Languages:

• Advanced English.

Other competencies:

• Oracle system, Nice CxOne, Service Cloud management
• Office package management
• Facility for communication

Additional Information

All your information will be kept confidential in accordance with EEO guidelines.