Customer Service

AMERICAN NATIONAL MANUFACTURING, INC

Descripción y detalle de las actividades

1.Handle complex customer inquiries via phone and digital channels related to :

• Product quality concerns,
• Order lead times and fulfillment issues,
• New product development questions and feedback,
• Serve as an escalation point for challenging or high-impact customer situations,
• Build trust and long-term customer relationships through clear, professional communication,
• Equip remote customer service representatives with accurate, up-to-date information to resolve customer inquiries efficiently 2.Develop and maintain :
• Knowledge base articles ,
• Standard operating procedures (SOPs),
• Escalation paths and resolution guidelines,
• Partner with internal teams (manufacturing, quality, product, operations) to ensure consistent and correct messaging,
• Lead continuous improvement initiatives to strengthen customer service quality, consistency, and speed
• Design scalable processes that allow one unified team to support multiple brands,
• Support hiring, training, and coaching efforts as the customer service function evolves. and product lines,
• Identify recurring customer issues and drive root-cause solutions across departments,
• Help define metrics, reporting, and performance standards for customer service operations,
• Requirements : Bilingual : Fluent in English and Spanish (written and verbal) 3+ years of experience in customer service or customer support roles Experience working in or closely with manufacturing, e-commerce, or product-based businesses Comfortable using customer service platforms such as : Shopify Gorgias or Zendesk Strong communication, problem-solving, and organizational skills Ability to work cross-functionally and drive alignment between teams Preferred Experience with SAGE 100 (ERP) Previous leadership or team-lead experience in customer service Familiarity with quality systems, production workflows, or supply chain concepts

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Información Extra Vacantes Abiertas 1 Turno L-V : 7 : 00 - 17 : 00 City Tecate IdiomasEnglish (100 %)

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