Customer Service Representative City Ciudad de Mexico State/Province Distrito Federal Responsibilities:

Responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction Order-to-cash may include pricing administration, order entry, customer service/problem resolution, billing coordination, collections and master data maintenance, complaint handling

 

Key Activities, Responsibilities, Accountabilities:

Be the main contact for customers throughout the Americas region with regular interactions both on the phone and via emailEnter and manage customer orders and delivery schedules in SAP system (EDI, e-mail, Order Bot)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 portfolioTrack and maintain daily communications of casesDaily monitoring and management of orders in Order Cockpit Dashboard to ensure that orders are progressing as expectedPrioritize and manage urgent escalations and provide timely and effective solutions to customersCreate/maintain customer master data information & customer shipping instructionsManage customer complaints and ensure timely resolution and responseProvide required documents, certificates, declarationsCollaborate and communicate daily with other internal stakeholders i.e. sales team, logistics transportation & warehouse tem, 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 casesActively gain knowledge of company products and servicesOwnership of attending trainings, meetings and applying knowledge learned

Key deliverables / Expectations:

Build and maintain customer relationships and trustProvide accurate and complete order management Adhere to company business rules and processes Follow established policies to ensure adherence to order process flowUnderstand the company’s products and services and be updated about processes and trendsMeet/exceed monthly KPI metrics and objectives

 

Qualifications:

Key deliverables / Expectations:

Build and maintain customer relationships and trustProvide accurate and complete order management Adhere to company business rules and processes Follow established policies to ensure adherence to order process flowUnderstand the company’s products and services and be updated about processes and trendsMeet/exceed monthly KPI metrics and objectives

 

Competences / Behaviors:

Customer focused mindsetAbility to multitaskEffective Time ManagementAbility to build relationships Ability to work in a global fast paced and complex environmentBeing flexible and adaptable to changeCritical Thinking and Problem-Solving SkillsGood communication skills - verbal, written, and listeningPositive, Empathetic, and Friendly attitudeAccountable, Responsible, Engaged and Resourceful Team PlayerAbility to multitaskPrecise, detail-focusedAble to cope with stress (stress resistant)Responsibility and engagement Ability to work in a global fast paced and complex environment
Celanese Corporation is a global chemical leader in the production of differentiated chemistry solutions and specialty materials used in most major industries and consumer applications. Our businesses use the full breadth of Celanese's global chemistry, technology and commercial expertise to create value for our customers, employees, shareholders and the corporation. As we partner with our customers to solve their most critical business needs, we strive to make a positive impact on our communities and the world through The Celanese Foundation. Based in Dallas, Celanese employs approximately 13,000 employees worldwide and had 2023 net sales of $10.9 billion. For more information about Celanese Corporation and its product offerings, visit www.celanese.com.

Celanese is an Equal Opportunity Employer. Celanese does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.


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