LATAM Basics
Customer Care Operations
Order Management
Escalations
Fun Facts LATAM
100
How many countries does LATAM Customer Care support?
19
100
What is the main channel used by customers to contact LATAM Customer Care?
100
What is the name of the invoice typically sent to LATAM customers before shipment approval?
Proforma Invoice
100
A customer says: "Where is my order?" What are they most likely requesting?
Tracking Information
100
What is the messaging application commonly used throughout Latin America for customer and sales communications?
200
How many languages does the team use daily?
3
200
What system is primarily used for customer interactions?
Salesforce
200
What document is sent when changes to price, quantity, or products require customer approval?
Sales Order Acknowledgement (SOA) Report
200
A customer received 8 units but ordered 10. What type of case is this?
Short Shipment
200
What is one achievement the team celebrated during FY26?
Record LATAM sales quarter, March/26
300
What state is the LATAM Customer Care team based in?
São Paulo
300
Which process comes first: Order Confirmation or Sales Order Acknowledgement Report?
Order Confirmation
300
What is the average turnaround time for customer approval of the Proforma Invoice?
up to 7 days
300
A customer reports the shipment has not moved for 5 days. What should happen first?
Investigate Internally
300
What is the unofficial fourth language of LATAM Customer Care?
Excel
400
What is the largest LATAM market?
Brazil
400
What document do customers often request after shipment?
Commercial Invoice
400
What is the name of the process in which the customer arranges transportation and coordinates collection through a freight forwarder?
Pickup
400
Which is more important during an escalation?
Keeping the Customer Informed
400
What is every LATAM Customer Care professional secretly afraid of receiving at 4:55 PM on a Friday?
An urgent customer escalation
500
What percentage of LATAM sales comes from Brazil?
Around 45%
500
What is the average time it takes for a LATAM order to complete the Customer Care journey?
About 14 business days
500
What information is required from the warehouse before creating a Proforma Invoice?
Weights & Dimensions (W&D)
500
What is the fastest way to turn a customer issue into a customer complaint?
No Updates / Poor Communication
500
What phrase does Flavia Gameiro, Head of Business Performance LATAM, remind the team of at every quarter end?
The game is only over when it's over!
