Senior Customer Service Representative

At Tetra Pak we commit to making food safe and available, everywhere; and we protect what's good - protecting food, protecting people, and protecting the planet. By doing so we touch millions of people's lives every day. _
- And we need people like you to make it happen._

**_We empower you to reach your potential with opportunities to make an impact to be proud of - for food, people and the planet._**

**Job Summary**:
We are now seeking a dynamic and customer-focused Senior Customer Service Representative to drive Order Management and Design handling operational performance within an assigned portfolio of customers and work on a continuous improvement approach towards process improvement opportunities. You will have strong communication with customers to identify and achieve sustainable growth by understanding theirs needs to achieve back and front responsibilities.
Our mission is: Deliver best in class Customer experience, driving Operational & Quality excellence with continuous improvement in our service levels and translating customer needs into impactful and time bound actions while identifying opportunities for growth
The position is based in Polanco, Mexico City and will reports to Customer Service & Design Director
You will be travelling 25% of your time to our Converting Factory (Queretaro) & some Customer sites.
Tetra Pak is not sponsoring work visas or relocation for this position.

**What you will do**:
As a Senior Customer Service Representative, you will:

- Executes all transactional activities related to order management, and design administrations. Monitor and follow-up the order pipeline of Pack Mat, including support with order calculation and SO/DO changes.
- Ensures timely delivery of materials for smooth customer operations including coordination with planning & logistics teams and addressing any customer requests for changes.
- Secure claim administration for Packaging Material (PM) and Additional Material (AM)
- Forecasts PM & AM with customer and/or based on pipeline, projections and closed sales.
- Identifies opportunities and drives continuous improvements on PM and AM Supply Chain service levels using the World Class Manufacturing (WCM) methodology.
- Collaborate with cross-functional areas within Order Fulfilment Packaging Material (OFPM) to secure smooth order handling transactions.
- Achieve KPIs of area (customer satisfaction levels)
- Build strong relationship with customer’s operational teams, establishing open communication channels and ensuring that Voice of Customer is documented and acted upon by respective business units.
- Execute presentations with customers. (You should prepare visual & graphic information).
- Drive continuous improvement of Finished Goods Inventory levels.

**We believe you have**:

- Bachelor’s degree or equivalent
- 3-5 years of experience in a similar role.
- English & Spanish proficient
- Advanced level of Excel: (Macros, pivot tables, fx, logics fx, tables, & graphics)
- Nice to have Power BI knowledge.
- Strong skills using SAP
- Desirable experience with World Class Manufacturing environment.
- Strong communication and interpersonal skills.
- Strong business understanding within sales, marketing, and customer service.
- Strong planning & logistics understanding.
- Strong organizational skills, ability to multitask and attention to details

**We Offer You**
- A variety of exciting challenges with ample opportunities for development and training in a truly global landscape
- A culture that pioneers a spirit of innovation where our industry experts drive visible results
- An equal opportunity employment experience that values diversity and inclusion
- Market competitive compensation and benefits with flexible working arrangements

This job posting expires on** March 4th, 2025.**
- Diversity, equity, and inclusion is an everyday part of how we work. We give people a place to belong and support to thrive, an environment where everyone can be comfortable being themselves and has equal opportunities to grow and succeed. We embrace difference, celebrate people for who they are, and for the diversity they bring that helps us better understand and connect with our customers and communities worldwide._