Join Our Team

Job title: Logistics Coordinator
Location: Heredia, Costa Rica
Experience: 3+ years of experience
Education Qualification: High School Diploma or equivalent is required. College degree is desirable.
Work mode: Hybrid

Summary

• Reporting to the Global Service Logistics team, the Logistics Coordinator will primarily focus on managing day-to-day RMA (returns material authorization), advance replacements and return shipments for the Global Service Logistics (GSL) function. T
• he Logistics Coordinator should have extensive customer administration experience and must demonstrate the ability to develop strong relationships across all supply chain and functional organizations that include – Logistics, Operations, Technical Support and Sales.
• The ideal candidate will be a somewhat self-managed, customer-oriented and proactive individual.

Roles and Responsibilities:

• Responsible for the proactive day-to-day monitoring of service parts dispatches in an outsource RMA (returns material authorization) administration environment.
• The proactive identification of issues that will cause a problem with a dispatch in terms of delays or incorrect order details.
• Real time corrective actions to correct any potential dispatch issues.
• Act as regional point of contact for the client and key business partners for questions regarding dispatches as they relate to parts and Field Engineers to customer sites.
• Support the Global Service Logistics team in working with vendors to conduct Root Cause Corrective Action results for logistics / field issues.
• Engage in daily tactical communication with external vendors (RMA administration, service logistics and field engineering), internal and external customers.
• Analyze data from numerous databases (using internal systems, Excel, SQL and/or other data management systems) and perform reporting and analysis as needed.
• Support the Global Service Logistics team with publishing of performance metrics to assist with driving business results.
• Working within time constraints to meet critical business needs.
• Document work instructions and best practices.
• Customer-oriented with a proactive attitude.

Required Skills:

• 3-5 years of experience in an RMA (returns material authorization) Administration role with a focus on high-tech service parts logistics and field engineering.
• Knowledge of Salesforce.com, Service Now, SAP or equivalent enterprise resource planning systems.
• Advanced English (B2+-C1)
• Strong attention to detail.
• Strong analytical skills.
• Manage, prioritize and work well with cross functional organizations.
• Enthusiastic and self-starter.
• Ability to work outside of normal business hours if required.

Desired Skills:

• AS in Business Administration or equivalent is advantageous.
• Extensive experience using office administration products such as Excel, Word, PowerPoint and/or Google products.

Job title: Finance Manager, Customer Experience
Location: Ultra Lag
Experience: At least 4 years of FP&A experience
Education Qualification: University degree
Work mode: Hybrid

Roles and Responsibilities:

• Financial planning and analysis, forecasting, reporting, data management

Required Skills & Desired Skills:

• 4–7 years of FP&A experience (business-facing preferred)
• University degree (Finance, B.A., or related)
• Strong skills in Excel/Google Sheets, Anaplan, and NetSuite
• Bonus if you’ve worked with SQL, Tableau, or Snowflake
• Advanced English level (B2+/C1)
• Proven work stability
• Advanced Oral English, Excel/Google Sheets, ERP systems, data bases knowledge, data visualization tools

Job title: Renewals Deals Finance Manager
Location: Ultra Lag
Experience: 4-5 years of experience
Education Qualification: University degree
Work mode: Hybrid

Roles and Responsibilities:

• Perform Renewals quote reviews and approvals
• Supporting Renewal subscription deal analysis
• Ensure deals are reviewed for accuracy, fitness and alignment with policies and strategic initiatives
• Reconcile and analyze install base changes and drivers for subscription changes.
• Maintain a confident, well informed point-of-view to challenge conventional or entrenched views
• Work closely with cross functional teams Including but not limited to Sales, IT, install base
• Perform ad hoc financial analysis to support key business decisions.

Required Skills & Desired Skills:

• BA degree in Finance, Accounting, Economics or equivalent; MBA a plus.
• 4-5 years of progressively complex roles in a financial function with deals analysis experience/understanding; Subscription and/or Service experience a plus
• Strong communication and relationship building skills, with the ability to interpret and summarize data to aid management in achieving operational goals.
• Excellent analytical, decision-making, project management, and financial modeling abilities.
• Ability to manage multiple priorities simultaneously, work well under pressure and adapt quickly to change.
• Revenue Accounting experience
• Intermediate Excel modeling
• PowerPoint Skills is a plus
• Experience with Salesforce
• NetSuite, Tableau software is a plus
• Advanced English level (B2+/C1)
• Proven work stability
• Advanced Oral English, Excel/Google Sheets, ERP systems (Netsuite), data visualization tools (Tableau, Power Point), CRM systems (Salesforce)    

Job title: Welcome Center Agent
Location: Ultra Lag
Experience: 6+ months in Contact Centers
Education Qualification: High school Diploma
No of openings: 1
Work mode: Onsite

Roles and Responsibilities:

• 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up. Documents details of customer interaction into system
• 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences
• 20%- Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled
• 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier
• 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases

Required Skills & Desired Skills:

• Advanced English level
• 6+ months in Contact Centers
• Proven work stability
• High School Diploma

Job title: Welcome Center Agent – Portuguese
Work Location: Ultra Lag
Experience:  6+ months working giving trilingual support is preferred, Contact Centers expertise
Wok mode:  Onsite
Education Qualification:  High school Diploma

Roles and Responsibilities:

• 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up. Documents details of customer interaction into system
• 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences
• 20%- Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled
• 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier
• 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases

Required Skills & Desired Skills:

• B2+, Portuguese level, B2 English level
• 6+ months in Contact Centers
• Proven work stability
• High School Diploma
• 6+ months working giving trilingual support is preferred