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Customer Service Representative

City
Ciudad de Mexico
State/Province
Distrito Federal

Responsibilities:

Responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction Order-to-cash may include pricing administration, order entry, customer service/problem resolution, billing coordination, collections and master data maintenance, complaint handling

 

Key Activities, Responsibilities, Accountabilities:

  • Be the main contact for customers throughout the Americas region with regular interactions both on the phone and via email
  • Enter and manage customer orders and delivery schedules in SAP system (EDI, e-mail, Order Bot)
  • 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
  • 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 tem, 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

Key deliverables / Expectations:

  • Build and maintain customer relationships and trust
  • Provide accurate and complete order management
  • Adhere to company business rules and processes
  • Follow established policies to ensure adherence to order process flow
  • Understand the company’s products and services and be updated about processes and trends
  • Meet/exceed monthly KPI metrics and objectives

 

Qualifications:

Key deliverables / Expectations:

  • Build and maintain customer relationships and trust
  • Provide accurate and complete order management
  • Adhere to company business rules and processes
  • Follow established policies to ensure adherence to order process flow
  • Understand the company’s products and services and be updated about processes and trends
  • Meet/exceed monthly KPI metrics and objectives

 

Competences / Behaviors:

  • Customer focused mindset
  • Ability to multitask
  • Effective Time Management
  • Ability to build relationships
  • Ability to work in a global fast paced and complex environment
  • Being flexible and adaptable to change
  • Critical Thinking and Problem-Solving Skills
  • Good communication skills - verbal, written, and listening
  • Positive, Empathetic, and Friendly attitude
  • Accountable, Responsible, Engaged and Resourceful Team Player
  • Ability to multitask
  • Precise, detail-focused
  • Able to cope with stress (stress resistant)
  • Responsibility and engagement
  • Ability to work in a global fast paced and complex environment

Application Methods:

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Celanese Corporation is a global chemical leader in the production of differentiated chemistry solutions and specialty materials used in most major industries and consumer applications. Our businesses use the full breadth of Celanese's global chemistry, technology and commercial expertise to create value for our customers, employees, shareholders and the corporation. As we partner with our customers to solve their most critical business needs, we strive to make a positive impact on our communities and the world through The Celanese Foundation. Based in Dallas, Celanese employs approximately 13,000 employees worldwide and had 2023 net sales of $10.9 billion. For more information about Celanese Corporation and its product offerings, visit www.celanese.com.

Celanese is an Equal Opportunity Employer. Celanese does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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