- Location
- Mexico City, Mexico · Mexico City
- Department
- Operations
Description
Customer Service Coordinator - Mexico
What you’ll be doing:
- Process and manage customer orders, ensuring timely and accurate order fulfillment.
- Resolve order modifications, cancellations, and customer inquiries in a proactive and efficient manner.
- Validate incoming orders and ensure compliance with business rules and customer requirements.
- Handle non-standard orders such as samples, free stock, and special requests.
- Investigate and resolve EDI and Master Data errors impacting order processing.
- Run stock allocation processes and manage ad-hoc order issues without requiring customer escalation.
- Act as a liaison between local customer escalation points and the Order Management team to resolve order-related issues.
- Drive Master Data synchronization initiatives to improve order quality and reduce manual validations.
- Manage returns and reimbursement processes, including credit note creation.
- Monitor, analyze, and report KPIs, identifying opportunities for continuous improvement in service levels, inventory management, forecasting, and execution.
- Collaborate with Logistics and Supply Chain teams to optimize stock flow and maximize on-shelf availability.
- Analyze ordering patterns and support the management of promotional activities, store openings, and network changes.
What we’re looking for:
- Bachelor’s degree, preferably in Supply Chain, Business Administration, Logistics, or a related field.
- 2+ years of Supply Chain Customer Service experience, preferably within the FMCG/CPG industry.
- Experience working with SAP (Order Management preferred) or a similar ERP system.
- Intermediate Microsoft Excel skills, including Pivot Tables and VLOOKUP.
- Experience with Power BI is a plus.
- Experience working with Customer Scheduling Systems and Customer Portals is highly valued.
- Strong customer and service mindset with a proactive approach to problem-solving.
- Strong communication and relationship-building skills with internal and external stakeholders.
- Results-oriented with sound decision-making skills and a continuous improvement mindset.
- Fluent English communication skills, both written and verbal (B2–C1 CEFR level).
We understand your resume might not be up to date and recommend that you apply with what you have or your LinkedIn Profile. Flora Food Group is dedicated to building an inclusive and diverse workplace, we understand that you might not meet all the requirements stated in the description, but we encourage you to apply anyway. You might be the right candidate for this role or other roles.
Flora Food Group is an employer committed to diversity and inclusion in the workplace and equal opportunities for all. We recruit based only on values, qualifications, performance, skills, behaviours, experience, and knowledge. We ensure job advertisements are free from unintentional bias.
No personal characteristics should be a barrier to joining Flora Food Group. We prohibit discrimination and harassment based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or other personal characteristics.
