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1125 - 370EPS| Customer Account Service Rep

hace 2 semanas

Ciudad de México, Ciudad de México talentcross A tiempo completo


Senior Customer Account Service Representative

The Customer Account Service Team is the central point of contact for North America customers, sales teams, internal departments, and logistics partners – ensuring accurate order entry, timely processing, and excellent operational support from order receipt to delivery.
This role involves managing orders, resolving order/shipping conflicts, and collaborating across the organization to deliver a superior customer experience.

Ideal Candidate

Comfortable working in a fast-paced, high-volume environment.

Experience

  • Minimum of 2 years of experience in SAP-based customer order service focused on order fulfillment.

Skills

  • Strong communication, interpersonal, and time-management skills

  • Customer-focused mindset with high attention to detail and accuracy

  • Problem-solving ability and confidence handling escalations and complex logistics

  • Ability to multitask and collaborate across multiple departments

Language

  • Strong English communication skills (spoken and written)

Core ResponsibilitiesCustomer Order Processing

  • Manage end-to-end order flow – from receipt to customer delivery – within departmental timelines.

  • Resolve order issues by:

    • Partnering with the Credit Department on credit release, debits, and credit holds.

    • Working directly with Sales Operations team members to resolve pricing, backorder, or allocation issues.

    • Coordinating with warehouse teams to meet customer delivery expectations and ensure all information is properly documented in SAP.

  • Use reporting tools to track and clear daily order exceptions, following documentation guidelines for the warehouse.

  • Communicate proactively with customers regarding order status, shipments, backorders, returns, and defective product processes.

  • Provide necessary documentation support (shipping documents, mis-shipment resolution, etc.).

  • Proactively inform Sales of general order status or any issues with orders or shipments.

Customer Interaction & Support

  • Serve as the primary contact for customer inquiries via phone, email, or chat.

  • Respond to internal and external customers within 2 business hours, escalating when needed.

  • Resolve inquiries independently, including order status, pricing discrepancies, shipping issues, and product availability.

  • Keep internal stakeholders informed on order or shipment issues.

Account Management

  • Maintain accurate customer profiles in SAP.

  • Process credits, debits, and RMAs within 24 hours.

  • Provide departmental backup support across different sales channels, customer types, and distribution models.

  • Understand and apply channel and/or customer-specific pricing programs.

  • Share feedback on process gaps or recurring issues for continuous improvement.

Additional Requirements

  • Flexibility and sensitivity when working with global colleagues, respecting time zones and cultural norms.

  • Ability to adapt to changing priorities.

  • Strong organizational skills and commitment to meeting deadlines.