Customer Service Representative

hace 4 semanas

Tlahuac, México UPM A tiempo completo

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values - trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils

UPM Raflatac Mexico is looking for a Customer Service Representative to join our team in Tultitlan, State of Mexico.

Greetings from your future manager:

- Thanks for your interest on Customer Service I Order Entry agent, your skills and expertise will be valuable as we tackle exciting challenges._
- We are a team with Customer Service professionals who are focused on providing the best experience to our customers, following the correct procedures and best solutions_ - Mariana Domínguez

What you will do:
- Main point of contact between assigned customers, sales representatives and other functions within the Customer Experience team.- Responsible for:
- Executing changes to customer orders.- Preparing invoices and order confirmations as needed- Communicating operational announcements, changes and delays- Assisting with credit holds and releases, requesting PALs and ensuring appropriate service fees are added.-
- Manage the Return Material Authorisation (RMA) process and rush orders.- Key Performance Indicators- Meet all customer segment specific KPIs, e.g. preferred customers will have a different KPI than regular customers for initial response and case resolution.- Meet required customer satisfaction survey results.

Who you are:
- Language skills - spoken and written Spanish, Portuguese (Brazilian accounts) and local languages are essential and other languages are an advantage.- Language skills - spoken and written English and local languages are essential and other languages are an advantage.- 3+ years of customer service or office experience, data entry and administrative experience is required.- Curiosity to learn about the business, including the company's supply chain, sales and products.- Preferably experience working with an order entry program.- Experience working with international customers preferred- Effective in performing detail oriented tasks- Desire to work in a high demand environment.- Strong organisational skills, attention to detail and ability to prioritise and balance workload to meet deadlines.- Ability to manage multiple priorities and work in a team environment.- Knowledge of Microsoft Word, Excel, PowerPoint and Outlook.- Database and/or SalesForce experience preferred but not required.

This is what we offer for you:
A meaningful job - We have an inspiring purpose ‘We create a future beyond fossils. Our work is impactful and transformative.

A caring community - Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

Development opportunities - We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Additional information:
Full-time, probationary contract (3 months), direct hire.

Application deadline is November, 30th 2023.

UPM Raflatac is a leader in sustainable labelling through our innovative labelstock materials and services. We offer high-quality paper and film labels for branding and promotions, information labels and labels with functionality. We operate a global network of factories, distribution terminals and sales offices.

At UPM we are committed to Non-Discrimination and Diversity & Inclusion.

In case of technical problems please contact our Human Resources Centre:
LI-DNP

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