Front-end Coordinator LATAM and Service Support
Kongsberg Maritime, a subsidiary of KONGSBERG, is a global marine technology company, providing innovative and reliable technology solutions for all marine industry sectors including merchant, offshore, subsea and naval. Headquartered in Kongsberg, Norway, the company has manufacturing, sales and service facilities in 34 countries. Kongsberg Maritime is a market leader in systems for positioning, surveying, navigation and automation. Important markets include countries with significant offshore and shipyard industries. We are determined to provide our customers with innovative and reliable marine electronics that ensure optimal operation at sea.
At KONGSBERG, we believe in tackling challenging problems and delivering extreme performance for extreme conditions. We do that through excellent products and services developed for delivering the greatest benefits to our customers.
KONGSBERG – Protechting People & Planet
An exciting opportunity has arisen as Front-end Coordinator LATAM and Service Support, reporting to Spare parts and Service Support Team Lead.
The Spare parts and Service Support Group is responsible for all after-market service quotes, invoices, engineer debriefs, collections, etc. for their specific region or dept.
The Front-End LATAM and Service Support Admin is responsible for aiding and supporting customers in a Front-line manner. They will be the front-line contact for all incoming emails and phone calls through the region.
The Front-End LATAM and Service Support Admin will become the “go-to” person for all front-line customer communications. All customers will receive timely and accurate service quotes, invoices, and responses to all service requests, billing, and account inquiries. This position requires vast customer support skills as it requires frequent contacts with customers and internal colleagues from all offices. This Coordinator will work with the Spare part and Service support team to accurately fill customer needs.
Key Accountabilities:
• Take care of all phone calls coming into the 24/7 Kongsberg support line and distribute them to the correct department or team for service/assistance.
• Required to login to Trio phone system daily as front end.
• Keeping up with KM LATAM, NOLA, KMAS, KM CM support and KM AS Sales queues queue during 24/7 operating time frame.
• Required to take part in KMI 24-hour emergency support rotation and KM LATAM service desk emails outside of normal business hours.
• Participate in 2 daily handover meetings with Norway and Singapore offices.
• Interface with other departments (GCS, KSM, Logistics and Finance)
• Prepare service and spare parts quotes as requested by the customer including quoting, ordering, confirming, invoicing, and collections.
• Open sales orders for parts and service (see procedure for warranty services).
• Request purchase orders from customers.
• Communicate with the customer during the service and assist with all questions other than engineer scheduling or technical issues.
• Update Dynamics for all job-related activities including, but not limited to, time, expenses, and parts
• Review project information for accuracy. Have Group manager review if multiple visits were required or if project substantially exceeded quote to customer.
• Invoice customer and follow-up with customer if invoice is not paid timely.
• Creation of Custom’s Invoices, Country of Origin docs and interaction with Freight Forwarder.
• Other projects and assignments as directed by Manager or Director.
• Optional- On-call rotation
• Participate in KPI and P&L meetings
• Some Finance duties including but not limited to reporting, collections, and accounts payable.
• Additional tasks as deemed necessary by Manager or Director.
Qualifications and Experience:
• Bachelor’s degree preferred.
• Minimum of 3 years’ experience in Customer Service.
• Technical Field expertise can be substituted for degree.
• Knowledge of KM Worldwide organizations, products, deliveries, and customers a plus.
• Maritime experience a plus.
• Committed and reliable.
• Experience with Microsoft D365 or other Windows bases ERP system is a plus.
• Knowledge of operating a PC and working with Microsoft Office.
• Ability to manage time and meet required deadlines with little direction.
• Strong written and conversational skills in Spanish and English are essential.
• Excellent written and verbal communication with both internal and external customers.
Preferred skills:
• Committed and reliable.
• Ability to adjust to constant changes in work situations.
• Ability to manage time and meet required deadlines.
• Positive attitude and ability to work well with others.
• Ability to multi-task, and work at a fast pace.
• Proactive.
• Structure and organizational skills.
KONGSBERG is an equal opportunity employer. With us, you will be offered a competitive salary and benefit packages with good development opportunities in an international environment. We offer an inspiring and safe work-environment and the possibility to work with sustainable and exciting solutions for the future.
Work Location: Veracruz, Mexico
Closing date by July 15th, 2024.
At KONGSBERG, we believe in tackling challenging problems and delivering extreme performance for extreme conditions. We do that through excellent products and services developed for delivering the greatest benefits to our customers.
KONGSBERG – Protechting People & Planet
An exciting opportunity has arisen as Front-end Coordinator LATAM and Service Support, reporting to Spare parts and Service Support Team Lead.
The Spare parts and Service Support Group is responsible for all after-market service quotes, invoices, engineer debriefs, collections, etc. for their specific region or dept.
The Front-End LATAM and Service Support Admin is responsible for aiding and supporting customers in a Front-line manner. They will be the front-line contact for all incoming emails and phone calls through the region.
The Front-End LATAM and Service Support Admin will become the “go-to” person for all front-line customer communications. All customers will receive timely and accurate service quotes, invoices, and responses to all service requests, billing, and account inquiries. This position requires vast customer support skills as it requires frequent contacts with customers and internal colleagues from all offices. This Coordinator will work with the Spare part and Service support team to accurately fill customer needs.
Key Accountabilities:
• Take care of all phone calls coming into the 24/7 Kongsberg support line and distribute them to the correct department or team for service/assistance.
• Required to login to Trio phone system daily as front end.
• Keeping up with KM LATAM, NOLA, KMAS, KM CM support and KM AS Sales queues queue during 24/7 operating time frame.
• Required to take part in KMI 24-hour emergency support rotation and KM LATAM service desk emails outside of normal business hours.
• Participate in 2 daily handover meetings with Norway and Singapore offices.
• Interface with other departments (GCS, KSM, Logistics and Finance)
• Prepare service and spare parts quotes as requested by the customer including quoting, ordering, confirming, invoicing, and collections.
• Open sales orders for parts and service (see procedure for warranty services).
• Request purchase orders from customers.
• Communicate with the customer during the service and assist with all questions other than engineer scheduling or technical issues.
• Update Dynamics for all job-related activities including, but not limited to, time, expenses, and parts
• Review project information for accuracy. Have Group manager review if multiple visits were required or if project substantially exceeded quote to customer.
• Invoice customer and follow-up with customer if invoice is not paid timely.
• Creation of Custom’s Invoices, Country of Origin docs and interaction with Freight Forwarder.
• Other projects and assignments as directed by Manager or Director.
• Optional- On-call rotation
• Participate in KPI and P&L meetings
• Some Finance duties including but not limited to reporting, collections, and accounts payable.
• Additional tasks as deemed necessary by Manager or Director.
Qualifications and Experience:
• Bachelor’s degree preferred.
• Minimum of 3 years’ experience in Customer Service.
• Technical Field expertise can be substituted for degree.
• Knowledge of KM Worldwide organizations, products, deliveries, and customers a plus.
• Maritime experience a plus.
• Committed and reliable.
• Experience with Microsoft D365 or other Windows bases ERP system is a plus.
• Knowledge of operating a PC and working with Microsoft Office.
• Ability to manage time and meet required deadlines with little direction.
• Strong written and conversational skills in Spanish and English are essential.
• Excellent written and verbal communication with both internal and external customers.
Preferred skills:
• Committed and reliable.
• Ability to adjust to constant changes in work situations.
• Ability to manage time and meet required deadlines.
• Positive attitude and ability to work well with others.
• Ability to multi-task, and work at a fast pace.
• Proactive.
• Structure and organizational skills.
KONGSBERG is an equal opportunity employer. With us, you will be offered a competitive salary and benefit packages with good development opportunities in an international environment. We offer an inspiring and safe work-environment and the possibility to work with sustainable and exciting solutions for the future.
Work Location: Veracruz, Mexico
Closing date by July 15th, 2024.