Customer Service Representative

The Customer Service Representative serves as the primary point of contact between the company and its customers, providing timely and accurate information regarding purchase orders, shipments, order receipts, and requested samples. This position supports customer satisfaction and sales growth by ensuring effective order management, proactive follow-up, and close collaboration with Sales, Planning, Shipping, and other relevant departments. The role focuses on managing people, processes, and projects to ensure efficient sales process execution, including purchase order placement, order tracking, sample requests, shipment coordination, and returns management. It also supports the documentation and standardization of processes in coordination with the Customer Service Lead and the Finance Director.

Customer service

Ixtacuixtla, Tlaxcala, Mexico

Job description

• Manage and safeguard confidential customer information, including pricing and customer references
• Accurately enter and track sample and commercial product orders in SAP
• Provide customers with order and sample status updates and communicate any deviations or delays
• Coordinate delivery forecasts with customers, Planning, and Sales
• Maintain direct communication with customers throughout the order placement and planning processes
• Manage customer reference inventories in accordance with specific customer requirements and company guidelines
• Maintain and update customer-specific product reference catalogs
• Provide backup support to the Sales/Customer Service Manager during their absence
• Follow up on product specifications, samples, delivery dates provided by Planning, customer complaints, and credit notes
• Create material master records based on the detailed information provided in sample request forms submitted by Sales Managers
• Review and monitor demand in SAP, coordinating forecast adjustments, safety stock management, and sales orders with Sales Managers
• Coordinate orders for obsolete inventory with Sales Managers
• Serve as the communication link among all parties involved in the export process, including the Foreign Trade team, customs brokers, freight forwarders, and other stakeholders
• Submit design requests (Design Requests) as required
• Create outbound delivery orders (OBDs) in SAP and notify the Shipping Supervisor and relevant stakeholders
• Manage notifications related to quality and administrative claims
• Coordinate the issuance and follow-up of credit notes, as required
• Provide vacation coverage for other Customer Service Representatives, prioritizing urgent requests such as order entry, order follow-up, OBD creation, and customer inquiries to the extent possible

Profile

• +1 years of experience in the industry
• Bachelor's degree in Business Administration, International Business, International Relations, Industrial Engineering, or a related field
• Experience using SAP or similar ERP systems
• Proficiency in the Windows operating environment and Microsoft Office applications
• Intermediate to advanced Excel skills
• English proficiency required
• Knowledge of the textile industry is desirable
• Strong leadership and teamwork skills
• Process-oriented mindset and strong organizational skills
• Decision-making and negotiation skills
• Strong customer service orientation
• Ability to manage frustration and handle challenging situations effectively
• Resilience and adaptability in a dynamic work environment

Our offer

You will have the opportunity to learn and build experience and further expand your skills in a highly dynamic team.

We offer you a job in an agile and international working environment where entrepreneurship and creativity are valued.

The BD work@home policy will support you in creating a good work – life balance.

You will receive an attractive salary package according to your experience topped with fringe benefits.