Customer Service Specialist

ABOUT US

At TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies.

We serve as the international development arm of the TOPPAN Group in the security domain. Founded in 1900, TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions.

Our culture is grounded in four core values: Agility, Ownership, Resilience, and a Sense of Fun. We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do.

About the role

We are looking for a Customer Service Specialist to manage and coordinate the day-to-day operational needs of our B2B customers in Colombia’s payment solutions sector.

You will oversee customer requests from initial inquiries and quotations through order processing, delivery, and after-sales support, ensuring a smooth and reliable customer experience. Working closely with internal teams, you will help maintain service excellence and support our commercial and operational objectives.

This position offers the opportunity to work directly with financial institutions and payment industry customers while collaborating with regional and global teams.

What you will do

· Manage customer inquiries and requests through email, telephone, virtual meetings, and other communication channels, ensuring timely and professional responses.

· Receive, validate, and process purchase orders in corporate systems, monitoring progress through to final delivery.

· Coordinate with Sales, Operations, Finance, Compliance, Logistics, and Legal teams to ensure smooth order execution and customer satisfaction.

· Maintain accurate and up-to-date commercial, technical, financial, and supplier registration documentation.

· Perform required customer screening and due diligence checks before issuing quotations or initiating commercial relationships, in accordance with company policies.

· Escalate any screening alerts or restricted-party matches to the Treasury Coordinator and Compliance Officer, following established SAGRILAFT procedures.

· Support the administrative preparation of tenders and procurement processes, coordinating documentation, deadlines, and internal approvals.

· Coordinate physical color proof submissions, obtain formal customer approvals, and communicate validated specifications to Operations and Technical Management.

· Arrange insurance policies when required, coordinating their review, signature, and submission to customers.

· Manage TOPPAN Security’s registration as a supplier on customer platforms.

· Maintain accurate customer records, quotations, orders, commitments, and delivery information in corporate systems.

· Prepare delivery status reports and regular updates on customer accounts, open orders, risks, complaints, and pending actions.

· Identify and escalate operational issues, ensuring effective follow-up and timely resolution.

ABOUT YOU

You are a customer-focused, organized, and proactive professional who enjoys coordinating multiple activities and ensuring that every detail is handled accurately.

You communicate clearly, take ownership of customer requests, and remain effective when managing competing priorities. You are comfortable working across departments, resolving operational challenges, and building trusted relationships with customers and colleagues.

What we are looking for

· At least 3 years of experience in Customer Service, Account Administration, Sales Support, Order Management, or B2B Operations Coordination.

· Experience managing customer inquiries, purchase orders, quotations, invoicing, and delivery follow-up.

· Knowledge of commercial documentation, contractual processes, and logistics coordination.

· Experience using ERP, CRM, or order management systems.

· Intermediate proficiency in Microsoft Office.

· Strong customer service orientation, communication skills, and attention to detail.

· Excellent organizational skills and ability to manage multiple priorities.

· Ability to coordinate effectively with cross-functional teams.

· Experience in logistics or industries with strict production, quality, and delivery requirements is an advantage.

· Knowledge of SAGRILAFT, third-party due diligence, tender processes, and supplier registration is desirable.

What you will bring

· A proactive and solution-oriented approach to customer service.

· Strong follow-up skills and the ability to respond effectively to urgent requests.

· Clear, professional, and assertive communication.

· Good judgment when resolving operational issues and escalating risks.

· Ability to handle confidential customer information responsibly.

· Strong teamwork and stakeholder coordination skills.

· A results-driven mindset with a focus on continuous improvement.

· English proficiency at B2 level or above, enabling effective communication with regional and global teams, participation in meetings, and understanding of technical documentation.

Work requirements

· Education: University degree or technical qualification in Business Administration, International Business, Industrial Engineering, Marketing, International Trade, or a related field.

· Location: Bogotá, Colombia.

· Reporting to: Commercial Director, Colombia.

TOPPAN is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.