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.
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Enter and manage purchase orders and delivery schedules in SAP system (EDI, e-mail, Order Bot).
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Manage price accuracy; Process billing or quality related order adjustments (e.g. returns, credit/debit notes).
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Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio.
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Communicate to customers via Salesforce (CMS) to log, track and maintain daily communications of cases.
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Daily monitoring and management of orders in Order Cockpit Dashboard to ensure that orders are progressing as expected.
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Prioritize and manage urgent escalations and provide timely and effective solutions to customers.
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Create/maintain customer master data information & customer shipping instructions.
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Manage customer complaints and ensure timely resolution and response.
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Provide required documents, certificates, declarations.
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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.
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Proactive communication with customers to build and maintain trustfully relationships, acknowledge customer about order status and ongoing cases.
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Actively gain knowledge of company products and services.
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Ownership of attending trainings, meetings and applying knowledge learned.
Qualifications:
- Bachelor degree or equivalent experience.
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Fluent English & Spanish – B1 TOEFL or better preferred.
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Customer Service / Order Management.
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MS-Office skills proficient.
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SAP/Salesforce knowledge is an advantage.
