Bilingual csr

•	Handle customer complaints and concerns, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documentation using Salesforce.
•	Assist with placement of orders, refunds, or exchanges.
•	Place or cancel orders.
•	Work with customer service manager to ensure proper customer service is being delivered.

•	Review and understand requisition requirements, working efficiently with requester/client to ensure the issuance of accurate Purchase Orders to suppliers in all Latin America.
•	Process Purchase Orders as per documented procedures, within the established turn-around time 
•	Trigger an effective execution of the sourcing process as required, according to the value of the purchasing transaction, through an adequate use of the available IBM tools and procedures. 
•	Ensure audit readiness of all purchasing documents at all times.
•	Expedite Orders and returns upon request
•	Process requests for new suppliers set-up as needed
•	Receive help requests from internal clients and suppliers and answer following established quality standards and protocol
•	Create a call log for every help request during incoming call or upon email task id, using the available tools and following the established process procedures 
•	Conduct problem determination for client’s question to determine appropriate answer or status
•	Conduct problem determination for client’s problem to determine appropriate escalation path for level two escalation
•	Ensure that responses to clients are consistent with those documented in knowledge database 
•	Request support as needed from Team Lead and Manager
•	Review and resolve blocked invoices related to individual procurement activity due to price mismatches when requested by the Accounts Payable team - for indirect in-scope commodities only.
•	On site learn and Implement Warehousing 5S Practices
•	Communicate with:
o	Client Commodity Leads (i.e. price blocks )
o	Client receiving department (i.e. quantity blocks) 
o	Direct suppliers (i.e. incorrect invoices)
o	Document all inquiries and resolutions for future reference