Team Overview

Based in Belen, Heredia, our mission as customer service is to ensure that our clients experience a simple, clear, and special commercial journey through optimized service processes managed by a highly skilled and committed team. We are responsible for mobilizing all the forces of our company towards achieving customer satisfaction.

Reporting to the Supply Chain Manager, the Customer Service Coordinator is responsible for overseeing the order management and customer relations process for Central America and the Caribbean, by coordinating and guiding the work of a team of Customer Service Specialists. Additionally, the Coordinator will manage a specific portfolio of clients/markets under his/her/their individual responsibility. The Customer Service coordinator aims to promote excellent service to both external (Central America and the Caribbean) and internal customers, and must support the development and optimization of business processes, always striving for operational excellence from sales to post-sales in the segments of Electrification, Power grids and Digital Solutions, contributing to the achievement of business results in accordance with established policies, guidelines, and strategies.

Job responsibilities:

Coordinate and guide the Customer Service specialists’ team, ensuring the necessary conditions for the performance of customer service activities and sales order management. This includes processes of customer registration, analysis of contracted commercial conditions, issuance of Sales Orders, release of orders according to current commercial policy, analysis of commercial terms, price adjustments, follow-up on dispatches, invoicing and payments, and addressing customer inquiries and requests.

Supporting business operational plans (S&OP),  by communicating and mapping opportunities and constraints to achieve delivery, customer service, billing, and production objectives. Work in coordination with direct management to the Customer Service team has the training, information, tools, and business knowledge to provide proper end-to-end attention to clients, collaborating with Sales Representatives and Commercial Managers.

Responsible for reviewing and defining area objectives, conducting periodic performance evaluations, providing constant feedback, and seeking comprehensive professional growth for the team. Critically review escalated customer requirements/projects to meet agreed conditions, coordinating with other internal functional areas both locally and regionally to ensure correct management, participating in negotiations and ensuring achievement of expected results.

Continuously monitor established performance indicators for the area, ensuring achievement of set goals, proposing improvement opportunities, leading, and coordinating with the team on development projects, continuous improvement proposals, optimization of flows, process automation, and reengineering based on a systemic vision and market best practices. Capture customer feedback on the quality of service to direct this data for analysis and integration into setting improvement objectives in the company.

Lead the reception of claims, ensuring their formalization within our integrated claim management channel, seeking prompt resolution in coordination with the quality department and other functional areas involved in the process, within the framework of pre-established policies, and seeking measures to reduce claims according to set goals. Manage the correct operation of metal and currency coverages, considering price variations in the international metal market commercially, actively acting in relation to specific customer needs, maintaining business results, and complying with internal price management procedures.

Who are we looking for?

Bachelor’s degree in Business Administration, Industrial Engineering or related area.5+ years of experience in job-related work, such as Customer Relations, Customer Service, Contract/order management, Commercial processes3+ years of experience leading teams (direct, project or cross-functional)2+ years of experience in contract Management    Project Management experienceProficiency in ERP systems (BPCS/SAP)Proficiency in Microsoft Office, including Power BI knowledge.Advanced English level: verbal, written and comprehensive.Systemic and integral customer service management approachExcellent oral and written communication skillsPrevious experience in commercial, sales and planning related activities.Problem solving skills.Dynamic attitude and integrative team player     Experience managing conflicts and negotiation.Strategic and methodological approach to continuous improvement

DesirableMBA  or Master´s degree in Industrial Engineering or related areaProject Management certificationLean Six-Sigma Certification

Prysmian , as an Equal Opportunity Employer, aims to attract and recruit individuals with diverse backgrounds, skills, and abilities. We strongly believe that diversity brings significant value at all levels of the organization, increasing the possibility of capturing market opportunities and maximizing value for our customers and stakeholders. With Diversity, Equity, and Inclusion (DE&I) as part of our Social Ambition 2030 and a strategic pillar of our Company culture, Prysmian is committed to the development of an organization that prioritizes talent, where people feel respected, included, and free to fully express their potential just as they are.

All Managers and HRs in Prysmian are responsible for ensuring DE&I policies are respected during the recruiting process, as well as recognizing and mitigating unconscious biases that must not influence our selection processes. All persons will be considered for employment without regard to their race, ethnicity, religion, nationality, origin, citizenship status, socio-economic status, age, sex, gender identity or expression, sexual orientation, marital status, disability, military service or veteran status, pregnancy, parental leave, medical conditions, or any other characteristic protected by applicable federal, state or local laws. Prysmian will endeavor to make a reasonable accommodation for any disclosed physical or neurological condition or disability of a qualified applicant unless the accommodation would impose an undue hardship on the operation of our business.

Visit our DE&I Page to learn more about Prysmian's commitments.

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