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
