Customer Service

TITLE: CX & CS Specialist

LOCATION: Guadalajara, Mexico

Company Background:
Ingredion is a Fortune 500 provider of ingredient solutions that helps nourish, comfort, sustain, and delight people around the world. Ingredion’s wide range of ingredient solutions is strategically designed to address changing consumer trends and preferences. Our specialty portfolio includes starch-based texturizers, clean and simple ingredients, plant-based proteins, sugar reduction and specialty sweeteners, and food systems. Our innovative ingredient solutions are used by consumers in everyday products, from foods and beverages to paper and pharmaceuticals. And we do it all in a planet-friendly sustainable manner.

We bring the potential of people, nature, and technology together to make life better.

REPORTS TO: CX & CS Manager- CS operation in order to speed up results and daily activities, monitoring team performance, identifying issues in a proactive manner to support and follow up on the implementation of initiatives, projects, and improvements in order to guarantee an effective and efficient service to our internal and external customers- Support the CX agenda by leading the analysis and information built to drive and institutionalize a culture focused on the Customer Experience.

As a CX & CS Specialist, your responsibilities will include:
- Serve as a communication channel between the Customer Service function and the rest of the operation at Ingredion.- Support the CS operation to speed up processes and activities of the CS team.- Generate metrics and KPIs to monitor the performance of customer service operations.- Follow up and support the implementation of initiatives, projects, and continuous improvement.- Identify issues in a proactive manner to guarantee an efficient and effective service to internal and external customers.- Collaborate with and support team members. Participate in group problem-solving and team activities.- Support analysis and reporting activities as needed by customer service and customer experience operation.

The CX & CS Specialist position is well-suited for you if you:
- Are a self-motivated person with demonstrated experience in leading projects.- Possess strong analytical, organizational, and problem-solving skills.- Have strong written, and verbal communication, and presentation skills.- Build and maintain effective working relationships with both internal and external customers that ensure customer attendance and satisfaction.- Detail-oriented and possess strong organizational skills.- Demonstrate an ability to manage multiple activities/projects simultaneously.- Adapt quickly to changing priorities and customer needs.- Are able to meet deadlines and be accountable for positions’ KPIs.- Embrace changes and are open to new ideas and approaches.- Drive for results, priority setting, problem-resolution, decision making, innovative thinking, frustration tolerant, Self-critical, open mind, self-motivated, customer focus.- 1 - 3 years of experience in business analysis, reporting, and storytelling- Demonstrated ability to identify issues, develop solutions and make and support decisions to resolve problems and take advantage of opportunities- Bachelor’s Degree in Industrial Engineering or Business Intelligence- Full proficiency in written and spoken English required- Subject Matter Expert in Microsoft Office, Power BI,- Preference knowledge of SAP, and Salesforce.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, color, religion, age, national origin, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, military status, or disability status.

Relocation Available:
No