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.