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
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Celanese is a global leader in chemistry, producing specialty material solutions used across most major industries and consumer applications. Our businesses use our chemistry, technology and commercial expertise to create value for our customers, employees and shareholders. We support sustainability by responsibly managing the materials we create and growing our portfolio of sustainable products to meet customer and societal demand. We strive to make a positive impact in our communities and to foster inclusivity across our teams. Celanese Corporation employs more than 11,000 employees worldwide with 2024 net sales of $10.3 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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