CAS Customer Service Representative

Johnson Matthey de Mexico S. de R.L. de C.V.; Santiago de Querétaro; On-site; MXN 240,000 - 360,000; Full time

Benefits offered by this job

Retirement savings

Share plans

Saving accounts

House saving funds

Life and disability insurance

Commuter allowances and loans

Medical plans / health assessments

Fitness discounts

Job summary

Johnson Matthey de Mexico S. de R.L. de C.V.

seeks a CAS Customer Service Representative in Queretaro to be the primary contact for customer inquiries, order status updates, and shipment coordination. You will process orders in SAP and collaborate across Sales, S&OP, Engineering, Quality, Warehouse, and Commercial teams to meet customer requirements. The role emphasizes monitoring delivery performance, ensuring proper customs documentation, and maintaining compliant and efficient international

Qualifications

• Bachelor's degree in logistics/industrial engineering or related field preferred.
• Experience with SAP and ERP systems for order processing.
• Strong communication and problem-solving in cross-functional teams.

Responsibilities

• Serve as the primary contact for customer inquiries, order status, shipment coordination, and delivery issues.
• Process and manage sales orders in SAP, ensuring timely execution.
• Collaborate with Sales, S&OP, Engineering, Quality, Warehouse, and Commercial teams.

Skills

Problem solving

Multitasking

Customer focus

Communication skills

Education

Bachelor's degree (Logistics, Industrial Engineering, or related field preferred)

Tools

SAP

ERP systems

Job description

Job Title: CAS Customer Service Representative Location: Queretaro

At Johnson Matthey, your work will matter. As a CAS Customer Service Representative, you’ll join a world leader in platinum group metals with over 200 years of history and innovation. You’ll help tackle the world’s biggest challenges - cutting emissions, powering modern society and enhancing lives - as we continue to apply, refine and recycle metals that matter, for a healthier and more resilient future.

The role:

• Be the Customer Champion: Serve as the primary point of contact for customer inquiries, order status updates, shipment coordination, and delivery-related issues, ensuring a high level of customer satisfaction.
• Order Management: Process and manage sales orders accurately and efficiently within SAP, ensuring timely execution and alignment with customer requirements.
• Collaborate Across Teams: Collaborate with Sales, S&OP, Engineering, Quality, Warehouse, and Commercial teams to meet customer demands.
• Demand Management: Review demand variances and ensure demand signals are properly reflected in the ERP/MRP system.
• Monitor & Report: Track on-time delivery performance, analyze reasons for delays, and elevate issues when needed.
• Outbound Dispatch Planning: Coordinate domestic and international shipments from JM manufacturing sites and third-party warehouses, including toll manufacturing operations. Ensure timely dispatch while balancing customer requirements and transportation efficiency.
• Customs & Duty Compliance: Ensure proper documentation, accurate tariff codes, and all required licenses are in place for international shipments.
• Ensure Compliance: Follow all environmental, health, and safety regulations and company policies.

Key skills that will help you succeed in this role:

• Bachelor’s degree (Logistics, Industrial Engineering, or related field preferred).
• Experience in manufacturing operations and familiarity with MRP/ERP systems.
• Knowledge of INCOTERMS, inventory control, and international shipping procedures.
• Strong problem-solving skills and ability to manage multiple priorities.
• Customer-focused mindset with excellent communication skills.

What we offer:

We make sure salaries are fair, competitive and aligned to individual roles, experience and responsibilities.

• Retirement savings
• Share plans
• Saving accounts
• House saving funds
• Life and disability insurance
• Commuter allowances and loans
• Medical plans / health assessments
• Fitness discounts

We are also supportive of hybrid and flexible working and where applicable, offer life, medical and other benefits that support our employees' financial and physical well-being.

At JM, inclusivity is central to our values. We create an environment where everyone can thrive, embracing diverse perspectives to tackle challenges and ensure all colleagues feel valued and connected.

All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience.

Johnson Matthey Plc is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, marriage or civil partnership, pregnancy or maternity, religion or belief.

Closing date for applications: This job advertisement will be posted for a minimum of 2 weeks, early application is advised.