Associate Specialist, Customer Service

Overview

Celanese is seeking and Associate Specialist, Customer Service to join our team in Mexico.   This 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.