Associate Specialist, Customer Service

Overview

Celanese is seeking a Customer Service Associate to join our team in Mexico City. This person will be responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction.

Responsibilities

- Be the main contact for the customer with regular interactions both on the phone and via email

- Enter and manage purchase orders and delivery schedules in SAP system (EDI, e-mail, Order Bot)

- Manage price accuracy; Process billing or quality related order adjustments (e.g. returns, credit/debit notes)

- Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio

- Communicate to customers via Salesforce (CMS) to log, track and maintain daily communications of cases

- Daily monitoring and management of orders in Order Cockpit Dashboard to ensure that orders are progressing as expected

- Prioritize and manage urgent escalations and provide timely and effective solutions to customers

- Create/maintain customer master data information & customer shipping instructions

- Manage customer complaints and ensure timely resolution and response

- Provide required documents, certificates, declarations

- Collaborate and communicate daily with other internal stakeholders i.e. sales team, logistics transportation & warehouse team, order coordinator, credit/collections, billing, quality, regional business management, approvers, etc.

- Proactive communication with customers to build and maintain trustfully relationships, acknowledge customer about order status and ongoing cases

- Actively gain knowledge of company products and services

- Ownership of attending trainings, meetings and applying knowledge learned

Qualifications

- Bachelor degree or equivalent experience

- Fluent English & Spanish – B1 TOEFL or better preferred

- Customer Service / Order Management

- MS-Office skills proficient

- SAP/Salesforce knowledge is an advantage