Customer Account Services Rep. - NA

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

Job summary

Epson America Inc. is seeking a Customer Account Services professional in Mexico City to manage full order lifecycles using SAP, resolve order-related issues, and maintain customer profiles.

You will act as the primary contact across email, phone, and chat, ensuring timely responses and accurate documentation. The role emphasizes strong English communication, attention to detail, and the ability to thrive in a fast-paced environment.

Qualifications

• 2+ years in customer order services with SAP.
• Excellent communication, problem-solving, and multitasking abilities.
• Strong English communication skills to collaborate with global teams and customers.

Responsibilities

• Manage full order life cycle from receipt to delivery.
• Provide multi-channel customer support (email, phone, chat).
• Maintain and update customer profiles in SAP; process credits, debits, and RMAs.
• Provide backup support across channels and distribution models.

Skills

SAP order management

Customer service

Attention to detail

Multitasking

Tools

SAP

Job description

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.