Customer Experience Specialist

We are looking for a Customer & Experience professional to manage assigned customer accounts and ensure a high-quality customer experience. The role will act as a key point of contact between customers and internal teams, coordinating operational activities, resolving incidents, monitoring service levels and ensuring the timely delivery of products and services.

Location: Polanco, CDMX

Work model: Hybrid (3 days at office x 2 days at home)

Key responsibilities:

• Manage day-to-day relationships with assigned customers, including at least one Tier 1 account .
• Coordinate customer requests, incidents, orders, production, logistics, inventory and billing with internal teams.
• Monitor contracts, service levels and operational KPIs, preparing regular reports and customer reviews.
• Manage customer complaints and requests, ensuring timely resolution and effective communication.
• Identify opportunities to improve processes and enhance the customer experience.

Requirements:

• Bachelor’s degree in Industrial Engineering, Business Administration or a related field .
• 3+ years of experience in Customer Service, Customer Experience, Account Management or a related role.
• Experience with Salesforce and advanced Excel .
• Experience with SAP and/or Microsoft Dynamics 365 (D365) .
• Intermediate English , written and conversational.
• Power BI is a plus.
• Strong organizational, communication and problem-solving skills, with the ability to manage multiple customers and priorities in a fast-paced environment.

We offer:

• Permanent contract
• Food coupons
• Health & life insurance
• Saving Fund