Customer Account Services Rep. - NA

Epson America Inc.; Ciudad de México; On-site; MXN 300,000 - 420,000; Full time

Job summary

Epson America Inc. in Mexico City is seeking a Customer Order Services specialist to manage the full order life cycle from receipt to delivery, using SAP and related systems.

You will coordinate with Credit, Sales Operations, and Warehouse teams to resolve issues and ensure accurate, on-time fulfillment. You will handle inquiries across email, phone, and chat, maintain customer profiles, process credits and RMAs, and apply customer-specific pricing programs.

Qualifications

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

Responsibilities

• 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.
• Act as primary contact for customer inquiries across multiple channels (email, phone, chat).
• Respond to internal and external requests within defined service timelines.
• Maintain and update customer profiles in SAP.
• Process credits, debits, and RMAs within service timelines.

Skills

Excellent communication

Attention to detail

Problem-solving

Multitasking

Tools

SAP

Reporting tools

Job description

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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 communication skills (written and spoken) to collaborate effectively with global teams and customers
• Comfortable working in a fast-paced, high-volume environment.

Job Segment:

Fulfillment, Customer Service Representative, Sales Rep, Warehouse, Operations, Sales, Customer Service, Manufacturing