Customer Service Professional

Description

Position Summary: We are seeking a Customer Service Professional to ensure an exceptional customer experience by coordinating operations, managing requirements, and contributing to customer satisfaction and retention. Key Highlights: 1. End-to-end management of requirements and operational-commercial coordination 2. Focus on continuous improvement and proactive communication with customers 3. Key role in customer satisfaction and retention We are looking for a CUSTOMER SERVICE PROFESSIONAL responsible for ensuring timely, approachable, and reliable customer service through constant coordination with commercial, logistics, administrative, and operational departments, thereby contributing to customer satisfaction, retention, and loyalty. Main Responsibilities: * End-to-end requirement management: Timely handling and follow-up of customer requests, inquiries, and complaints (PQRS). * Operational-commercial liaison: Smooth coordination between customers and internal company departments to avoid rework. * SLA and KPI monitoring: Tracking service levels, response times, deliveries, inventory, and customer satisfaction. * Continuous improvement: Identifying root causes of dissatisfaction and proposing corrective/preventive actions related to service, dispatch, and inventory. * Proactive communication: Anticipating potential issues regarding orders, logistics, deliveries, or documentation. Candidate Profile Requirements: * Bachelor’s degree in Business Administration, Marketing, International Business, Industrial Engineering, Commercial Administration, or related fields. (Postgraduate studies in Logistics, Supply Chain, Operations, or Customer Service are desirable.) * Minimum five (5) years of experience in customer service roles, preferably from agro-production, agro-industrial, or logistics sectors. * Proficiency in SAP ERP. * Advanced Excel (Macros). * Experience using/applying Artificial Intelligence tools oriented toward customer service is desirable. * Must reside in or have easy access to the Pacific Free Trade Zone (Palmira / nearby areas). Employment Offer Conditions: * Location: Pacific Free Trade Zone (Palmira - Valle del Cauca) * Work Mode: On-site (Monday to Friday, 7:30 a.m. to 5:00 p.m.) * Contract Type: Indefinite-term contract. * Salary: $4,000,000 COP (Benefits-based) + Life Insurance Policy. Workplace: On-site employment