Brindar una experiencia de servicio excepcional a clientes internos y externos mediante la gestión eficiente de pedidos, la atención y resolución de requerimientos, consultas, quejas y reclamos (PQR), garantizando el cumplimiento de los acuerdos de servicio, la oportuna ejecución de los procesos comerciales y la generación de relaciones de confianza que contribuyan a la satisfacción y fidelización de los clientes.
Responsabilidades Principales
- Gestionar el registro, procesamiento y seguimiento de pedidos de venta en los sistemas de información de la compañía, garantizando exactitud y oportunidad en la ejecución.
- Asegurar la trazabilidad y atención de los requerimientos de los clientes, de acuerdo con los acuerdos comerciales y los estándares de servicio establecidos.
- Analizar, gestionar y dar respuesta a quejas, reclamos y solicitudes, cumpliendo con la normativa vigente y los lineamientos corporativos.
- Atender y realizar seguimiento a consultas relacionadas con productos, servicios, disponibilidad e información comercial.
- Monitorear indicadores de gestión asociados al proceso de servicio al cliente y cumplimiento de pedidos.
- Proporcionar información oportuna sobre disponibilidad de productos a clientes y equipos comerciales.
- Gestionar la emisión de notas crédito derivadas de novedades comerciales, técnicas o logísticas, de acuerdo con los procedimientos internos.
- Generar y administrar la documentación requerida para atender solicitudes y novedades reportadas por clientes internos y externos.
- Atender los diferentes canales de comunicación habilitados por la compañía (correo electrónico, telefonía corporativa y plataformas digitales), asegurando respuestas oportunas y efectivas.
- Elaborar y compartir reportes e informes relacionados con el estado de los pedidos y la gestión del servicio para las áreas involucradas en la cadena de suministro.
- Presentar de manera periódica los resultados de gestión e indicadores a la coordinación y liderazgo de Servicio al Cliente.
- Participar activamente en iniciativas de mejora continua orientadas a optimizar la experiencia del cliente y la eficiencia operativa.
Requisitos
Formación Académica
Tecnólogo en Administración de Empresas, Mercadeo, Logística, Negocios o áreas afines.
Experiencia
Mínimo un (1) año de experiencia en procesos de servicio al cliente, atención de requerimientos, gestión de pedidos o actividades relacionadas con soporte comercial y administrativo.
Conocimientos y Competencias
- Servicio y orientación al cliente.
- Comunicación efectiva y asertiva.
- Capacidad de organización y gestión del tiempo.
- Seguimiento y control de procesos logísticos y comerciales.
- Manejo de sistemas ERP.
- Dominio intermedio de Microsoft Excel.
- Herramientas de inteligencia artificial aplicadas a la productividad.
- Análisis y resolución de problemas.
- Orientación a resultados y cumplimiento de acuerdos de servicio (SLA).
- Trabajo colaborativo y relacionamiento con equipos multidisciplinarios.
- Mentalidad de mejora continua.
Competencias Clave PPG
- Enfoque en el cliente.
- Excelencia operacional.
- Responsabilidad y sentido de urgencia.
- Adaptabilidad al cambio.
- Colaboración e influencia.
- Atención al detalle y calidad en la ejecución.
How we work: At PPG, we bring teams together to accelerate collaboration and career development, with in-person work Monday through Thursday and the opportunity to work remotely on Flexible Fridays. Schedules may vary by location.
About us:
PPG: WE PROTECT AND BEAUTIFY THE WORLD®
Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @PPG on X.
The PPG Way 2030
We are customer champions
Proactive. Bold. Trustworthy. Everything we do starts with our customers. We listen, move fast and don’t stop until we solve their biggest challenges. When our customers win, we all grow.
We act with purpose and speed
Agile. Data-driven. Empowered. We take smart risks to stay ahead of the competition. We work proactively with agility, using quality data to develop solutions that create value.
We are excellent operators
Productive. Collaborative. Accountable. No matter our role, we identify problems, take ownership and always bring solutions. We are both proactive and responsive to drive continuous improvement and deliver results. We support our frontline, the faces of PPG to our customers.
We compete to win
Future-focused. Driven. Ambitious. We are passionate about growing our business and winning with our customers. We deliver results, embrace new technologies and leverage agility and speed as strengths.
We are PPG proud
Strong. United. Passionate. We work safely, act with integrity and value our diverse perspectives. We celebrate achievements and take pride in the positive impact we create together to protect and beautify the world.
At PPG we use AI in the hiring process to make the process more efficient. AI tools do not make hiring decisions. You can learn more by going to https://careers.ppg.com/us/en/candidate-resources.
PPG provides equal opportunity to all candidates and employees. We offer an opportunity to grow and develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression.
If you need an adjustment due to a disability, please email [email protected].
PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply.
Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents. Benefits will be discussed with you by your recruiter during the hiring process.
PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday.
Skills Required
- Technologist degree in Business Administration, Marketing, Logistics, Business, or a related field
- At least one year of experience in customer service, handling requests, order management, commercial support, or administrative activities
- Customer service orientation
- Effective and assertive communication
- Organization and time-management skills
- Experience tracking and controlling logistics and commercial processes
- Knowledge of ERP systems
- Intermediate proficiency in Microsoft Excel
- Experience with artificial intelligence tools for productivity
- Problem analysis and resolution skills
- Results orientation and ability to meet service-level agreements
- Collaborative work and multidisciplinary team relationship skills
- Continuous-improvement mindset
PPG Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PPG and has not been reviewed or approved by PPG.
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Retirement Support — 401(k) matching, a Retirement Savings Plan, and mentions of pension structures are part of the package. Feedback suggests these programs strengthen long-term financial security and add meaningful value to total compensation.
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Leave & Time Off Breadth — Paid holidays, sick days, vacation, and volunteer time off are provided alongside parental leave and adoption assistance. Feedback suggests the breadth of leave options supports work-life needs across different life stages.
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Flexible Benefits — A wide menu includes medical/dental/vision, FSAs/HSAs with company seed contributions for HDHP enrollees, an EAP, and numerous voluntary options such as accident, critical illness, hospital indemnity, legal, and pet insurance. Feedback suggests the variety and optionality help employees tailor coverage to their circumstances.
PPG Insights
What We Do
PPG: We protect and beautify the world.® At PPG (NYSE:PPG), we work every day to develop and deliver the paints, coatings and specialty materials that our customers have trusted for more than 140 years. Through dedication and creativity, we solve our customers’ biggest challenges, collaborating closely to find the right path forward. With headquarters in Pittsburgh, we operate and innovate in more than 70 countries and reported net sales of $18.2 billion in 2023. We serve customers in construction, consumer products, industrial and transportation markets and aftermarkets. To learn more, visit www.ppg.com and follow @PPG on X and @PPGIndustries on Facebook, Instagram and Threads
