DIGITAL ADVISOR

Founded in 1906, over the last 110+ years' CEMEX has grown into a global building materials company that provides high quality products and reliable service to customers and communities throughout the Americas,

Europe, Africa, the Middle East, and Asia. Here at CEMEX we offer our employees competitive wages, career growth, excellent benefits including health, dental & vision plans, vacation or paid time off, employee assistance program and retirement plan options, along with over a century of stability to build your next careeron!

To learn more about our company culture and why you should join us, visit us at www.cemexusa.com/careers. For direct access to CEMEX Career Opportunities, visit us at https://jobs.cemex.com/.

The Digital advisor will support the front-line agents of the Service & Support team in the troubleshooting and escalation of issues and requests. Collaborate with internal technical teams perform root cause analysis / troubleshooting to solve customer interactions within the service level agreement.

• Perform troubleshooting / fulfilment of issues and requests for our digital tools. If needed escalate issues / requests to our Global Support.
• Collaborate with technical teams to ensure issues are thoroughly researched and resolved in a timely manner.
• Provide issue resolution and root cause analysis to the case owner / front-line agent.
• Follow established process of documenting case resolutions within case management.
• Provide successful onboarding / demonstrations of our digital tools to external and internal customers.
• Shadowing/peer training / mentorship and additional duties as needed.
• Perform other job responsibilities as assigned by management.
  
  

• Bachelor's degree or equivalent amount of customer service experience.
• Business, logistics, or supply chain background is a plus.
  
  

• Strong multi-channel presence with excellent verbal and written communication skills
• Ability to organize, prioritize, and manage time effectively and proactively
• Strong technical and analytical skills
• Experience with building successful customer relationships with internal and external customers
• Ability to adapt to a variety of situations with an agile mindset
• Strong knowledge of systems preferably CRMs such as Microsoft Dynamics and SAP platforms
• Proficient in Microsoft Office (Word, Excel and PowerPoint)
• Advanced Level typing skills
• Bilingual Spanish strongly preferred
  
  

Capable of working in an open concept office environment

• Exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently
• While performing the duties of this job, the employee is regularly required to talk and hear, in order to communicate to employees/visitors as well as function safely around heavy rolling equipment
  
  

CEMEX is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.

CEMEX will consider for employment qualified applicants with criminal histories in a manner consistent with all local, state and federal laws.

CEMEX is an E-Verify participating employer.

Arizona Smoke-Free Act. CEMEX complies with the State of Arizona's Smoke-Free Act (Arizona Revised Statutes * 36-601.01). Smoking and/or the use of tobacco or related products is prohibited in and on CEMEX property as well as any building and/or vehicle owned or leased by CEMEX.

CEMEX offers both competitive pay and benefits. Benefits applicable to this position may include, but are not limited to, medical, dental, vision, 401(k), Paid Time Off, and Holiday Pay, as well as a comprehensive wellness program to help keep employees and their families healthy and well. You can learn more about CEMEX Benefits by visiting the CEMEX USA Benefits and Well-Being page. (https://www.cemexusa.com/careers/life-at-cemex/benefits-well-being).

CEMEX es una institucion EEO/AA (igualdad de oportunidad/accion afirmativa) y no discrimina en base al sexo, edad, raza, color, religion, discapacidad fisica o mental, credo, origen nacional, estatus veterano, orientacion sexual, informacion genetica, identidad de genero, o expresion de genero en los programas o actividades los cuales opera.