CAS Customer Service Representative

Johnson Matthey Plc; Santiago de Querétaro; On-site; MXN 36,000 - 48,000; 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 Plc in Queretaro is seeking a CAS Customer Service Representative to be the frontline for customer inquiries, order status updates, and shipment coordination. You will manage orders in SAP and work with S&OP, Engineering, Quality, Warehouse, and Commercial teams to meet customer needs.

This role emphasizes on-time delivery, accurate documentation for international shipments, and adherence to environmental and safety policies.

Qualifications

• Bachelor’s degree or higher in a relevant field.
• Experience in manufacturing operations and familiarity with MRP/ERP systems.
• Knowledge of INCOTERMS and international shipping procedures.
• Strong problem-solving skills and ability to manage multiple priorities.
• Customer-focused mindset with excellent communication skills.
• Experience using SAP or similar ERP systems is a plus.

Responsibilities

• Be the primary point of contact for customer inquiries and order status.
• Process and manage sales orders in SAP with accuracy.
• Coordinate domestic and international shipments and toll manufacturing operations.
• Collaborate with Sales, S&OP, Engineering, Quality, Warehouse and Commercial teams.
• Monitor on-time delivery performance and identify delays.
• Ensure proper documentation and tariff codes for international shipments.

Skills

Customer service

Communication skills

Problem solving

Multitasking

Team collaboration

Attention to detail

Education

Bachelor’s degree in Logistics, Industrial Engineering, or related field

Tools

SAP

MRP/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. S Customer Service Representative, you will help drive our goals by:

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. 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 wellbeing, such as:

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

Ready to make a meaningful impact on your career and the environment? Join us and help shape a sustainable future while advancing your career!

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.

For any queries or accessibility requirements, please contact [e-mail]. We will work with you to make suitable adjustments at any stage of the recruitment process. All conversations are confidential, and your feedback is welcome to help us provide an accessible and positive recruitment experience.

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

All applications are carefully considered and your details will be stored on our secure Application Management System. This is used throughout Johnson Matthey for the selection of suitable candidates for our vacancies as they arise.Johnson Matthey respects your privacy and is committed to protecting your personal information.

For more information about how your personal data is used please view our privacy notice: Johnson Matthey Privacy Notice. By applying for this role and creating an account you are agreeing to the notice.

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.