Customer Support Specialist Job at FLIR Systems – Brasil
At Teledyne FLIR, we have a simple but ambitious mission: to develop market-leading thermal and sensing technologies which enhance everyday life. From saving energy, to saving lives Teledyne FLIR is making a real difference in our world.
Our products are used in a wide array of situations to rescue people in danger, detect criminals, conserve energy, navigate safely, provide security around the globe, and protect our environment.
We are looking for individuals who thrive on making an impact and want the excitement of being on a team that wins.
The Customer Support Specialist will be responsible for ensuring that all Solutions sales orders can ship in a timely manner to ensure the best possible customer experience. The Customer Support Specialist may also perform logistics activities related to the import process of material into the Brazil plant, to improve supply availability dates and/or obtain lead time and proactively supply information for our distribution partners and key customers. Navigating the customer through various steps of the order to cash process will be a key responsibility. The Customer Support Specialist will work with all internal departments including Credit, Finance, Tax, Contracts, and Sales to resolve order related issues. This position will also track and manage key business metrics for the organization including NPS, ENPS, and Escalations.
Primary Duties & Responsibilities:
Book orders into SAP;
Coordinate release and shipment of Solutions Division orders from the point where the order has been booked and released to the Order Support Team. Maximize revenue by prioritizing orders and expediting shipment through liaisons within internal departments.
Take ownership of open backlog to identify and resolve order issues related to inventory availability with the goal of achieving on-time-delivery and customer satisfaction.
Review backlog closely to prevent any fraudulent orders from further processing.
Ensure compliance with all Global Trade Policies, Legal & Financial policies and Global Sales Operations policies.
Interface with Credit, Finance, Tax, Contracts, Sales and other departments as necessary to ensure a smooth order flow through shipment and invoicing.
Communicate with customers regularly and proactively with regards to order status and order updates to ensure world class customer experience.
Work closely with Logistics and Planning teams to improve accuracy and availability of inventory data.
Update customer portals with ASN notices or other required information.
Provide pre- and post- sales support to external and internal customers with regards to pricing, availability and general information.
Participate in, Initiate, and/or Facilitate necessary meetings to resolve order issues.
Create, implement, and maintain methodology to communicate backlog status updates to all relevant business partners on a regular basis.
Participate in and/or lead assigned projects.
Participate in Sales Ops SIM meetings regularly to raise and understand current customer issues related to backlog.
Identify obsolete parts on the backlog and resolve.
Check inventory availability by plant and re-assign orders, as necessary.
Coordinate returns, credits, and debits, as necessary.
Escalate issues to management as appropriate.
Perform other duties, specific projects, and tasks as assigned by supervisor.
Business or Logistics Bachelor’s Degree preferred
2+ years experience in SAP
Proficient in Microsoft Office applications (Outlook, Excel, Word, Teams, Powerpoint)
English and Spanish reading, written and verbal skills.
Detail-oriented. Able to execute across multiple priorities independently & decisively.
Presentation skills and meeting facilitation skills are required.
This position requires access to export-controlled information or items (i.e. regulated technology or technical data per ITAR/EAR US regulations). Applicants must be eligible to apply for and obtain the appropriate export control license from the U.S. Departments of State or Commerce.
Teledyne FLIR and all of our employees are committed to conducting business with the highest ethical standards. We require all employees to comply with all applicable laws, regulations, rules and regulatory orders. Our reputation for honesty, integrity and high ethics is as important to us as our reputation for making innovative sensing solutions.
Teledyne FLIR is an equal opportunity employer.
About the Company
Company: FLIR Systems –
Company Location: Brasil