Customer Account Services Rep.

Epson America, Inc.; Xico; On-site; MXN 324,000 - 520,000; Full time

Job summary

En Epson America, Inc. buscamos integrar al equipo de Customer Account Service para apoyar a clientes y socios internos, asegurando órdenes precisas y entregas puntuales.

Tus responsabilidades abarcan gestión completa de pedidos con SAP, soporte al cliente por correo, teléfono y chat, y mantenimiento de perfiles en SAP. Se requiere experiencia en SAP y habilidades de comunicación en inglés y español.

Qualifications

• Experiencia de 2+ años en servicios de pedidos con SAP.
• Habilidades de comunicación efectiva, atención al detalle, resolución de problemas y multitarea.
• Mentalidad centrada en el cliente, proactiva y adaptable.
• Dominio del inglés y español (oral y escrito) para colaborar con equipos y clientes globales.

Responsibilities

• Gestión completa del ciclo de pedido desde recepción hasta entrega.
• Coordinación con Crédito, Operaciones de Ventas y Almacén para resolver incidencias.
• Monitorear la actividad diaria de pedidos y resolver excepciones.
• Mantener perfiles de clientes en SAP y aplicar políticas de precios específicas.
• Proporcionar soporte multicanal (correo, teléfono, chat).

Skills

SAP

Comunicación efectiva

Atención al detalle

Resolución de problemas

Multitarea

Inglés y español

Job description

Descripción larga del puesto

Join Epson’s Customer Account Service Team—the central hub for supporting our customers and internal partners, ensuring smooth, accurate, and on-time order delivery from start to finish.

Principal Accountabilities

In addition to the following Epson's policies and procedures, principal accountabilities include, but are not limited to:

Order Management

• Manage full order life cycle from receipt to delivery using SAP or equivalent systems.
• Resolve order-related issues by coordinating with Credit, Sales Operations, and Warehouse teams.
• Monitor daily order activity and clear exceptions using reporting tools.
• Ensure documentation accuracy and compliance with internal standards.

Customer Support

• Act as primary contact for customer inquiries across multiple channels (email, phone, chat).
• Respond to internal and external requests within defined service timelines.
• Resolve issues independently, including pricing discrepancies, shipment delays, and product availability.
• Keep internal stakeholders informed of order or shipment status.

Account Maintenance

• Maintain and update customer profiles in SAP.
• Process credits, debits, and RMAs within service timelines.
• Provide backup support across channels, customer types, and distribution models.
• Apply customer-specific pricing programs and policies accurately.

What We’re Looking For

• Experience: 2+ years in customer order services with SAP (order fulfillment focus).
• Skills: Excellent communication, attention to detail, problem-solving, and multitasking.
• Mindset: Customer-focused, proactive, and adaptable.
• Language: Strong English and Spanish communication skills (written and spoken) to collaborate effectively with global teams and customers
• Comfortable working in a fast-paced, high-volume environment.