Lead Customer Service Agent I – Planning Support

Ecolab is seeking a Lead Customer Service Agent I to join our team in Buenos Aires - Global Business Services. As a Lead Customer Service Agent I, you’ll use your expertise to ensure every interaction reflects Ecolab’s commitment to service excellence. Supporting Key Distributor accounts, you’ll provide advanced operational and customer service support for high-volume, strategic accounts. You’ll partner cross-functionally with Planning, Control Tower, Transportation, Sales, and other teams to proactively identify and resolve order, inventory, availability, and delivery issues while helping maintain strong customer service levels and Case Fill Rate performance. In the absence of a supervisor, you’ll step in to provide direction and maintain service continuity.

How You’ll Make an Impact: 

• Respond to 80–120 emails daily from sales management, corporate account managers, field sales, and customers
• Provide advanced-level support across multiple divisions and business units
• Apply business and regulatory policies to the order review process with accuracy and sound judgment
• Maintain and update customer data in Order Entry, Order Processing, and SAP systems
• Communicate with customers, sales, and marketing to clarify programs, pricing, billing, and delivery questions
• Authorize returns, waive fees, or adjust pricing within established guidelines to ensure customer satisfaction
• Support and train Customer Service Agents and Senior Agents, especially in the absence of a supervisor
• Escalate complex issues to appropriate internal teams and help determine message urgency
• Collaborate cross-functionally to ensure customer needs are met efficiently and effectively

Key Account & Supply Chain Support

• Provide dedicated operational support for Key Distributor Accounts, managing a workload of 80–120 daily email inquiries and requests
• Partner closely with Planning, Control Tower, Transportation, and other cross-functional teams to proactively identify and resolve order, inventory, and delivery issues
• Research and resolve ATP discrepancies, inventory mismatches, order allocation issues, and other system or supply-related exceptions that may impact customer orders
• Proactively monitor customer orders and product availability to identify potential service risks and drive resolution before they impact the customer
• Support achievement of Case Fill Rate and other key service metrics by identifying root causes of shortages, delays, and order discrepancies and coordinating appropriate corrective actions
• Build strong relationships with distributor partners and internal stakeholders by providing timely, accurate communication regarding product availability, order status, transportation issues, and resolution plans

What’s Unique About This Role: 

• You’ll serve as a go-to resource for peers and a key support for leadership
• You’ll have the authority to make service-impacting decisions within policy
• You’ll work across multiple business units and customer types

Location & Work Schedule

• Hybrid position based in Buenos Aires
• Monday through Friday, 8:00 AM to 5:00 PM Argentina Time

Minimum Qualifications: 

• High school diploma or equivalent
• Two years of customer service, sales, or administrative experience
• Experience using Microsoft Office Suite software, especially Excel, Word, and Outlook
• Fluent in English

Preferred Qualifications:  

• Experience using customer service software
• Strong oral and written communication skills
• Experience working independently in a multi-division, fast-paced environment
• Experience resolving problems independently and acting in a timely manner
• Attention to detail
• Excellent organizational and time management skills
• Experience making sound decisions, with customer and business interests in mind