Associate Specialist, Customer Service

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