Customer Experience Coordinator (Individual Contributor)

Guardian Glass; Santiago de Querétaro; On-site; MXN 279,000 - 391,000; Full time

Job summary

Guardian Glass is seeking a Customer Experience Coordinator in El Marqués, Querétaro. You will manage customer orders, support requests, and act as the link between customers and internal teams to enhance service levels.

You will work with Sales, Supply Chain, Operations and Logistics to understand needs, drive continuous improvement, and deliver value through collaboration and data-driven decisions.

Qualifications

• Bachelor's degree or current pursuit in Business, International Trade, Supply Chain, Engineering, Marketing, or a related field.
• Advanced English proficiency required.
• Strong communication and multitasking skills essential.

Responsibilities

• Process and manage customer orders via portals and channels.
• Ensure accurate entry, monitoring, and delivery per requirements.
• Respond to inquiries and coordinate order changes when needed.
• Build strong customer relationships and deliver high service levels.
• Monitor customer experience and operational metrics.
• Support monthly sales plan execution through order management.
• Analyze data to identify service improvement opportunities.
• Collaborate with internal teams to resolve issues and improve satisfaction.
• Support process mapping, gap analysis, and problem solving.

Skills

Advanced English

Communication

Multitasking

Education

Bachelor's degree or in progress in related field

Tools

Salesforce

Power BI

M3 ERP

Job description

Customer Experience Coordinator (Individual Contributor)

Guardian Glass is seeking a Customer Experience Coordinator to join our team in El Marqués, Querétaro. In this role, you will be responsible for managing customer orders, supporting customer requests, and serving as a key link between customers and internal teams. Your ability to build strong relationships, solve problems, and deliver exceptional customer experience will directly contribute to business success and long-term value creation.

Our Team

You will be part of the Customer Experience Team, working closely with Sales, Supply Chain, Operations, and Logistics to ensure customers receive outstanding service. Our team focuses on understanding customer needs, improving service levels, and creating value through collaboration, continuous improvement, and operational excellence.

What You Will Do

• Process and manage customer orders received through customer portals and other channels.
• Ensure orders are accurately entered, monitored, and delivered according to customer requirements and forecasts.
• Respond to customer inquiries and coordinate order changes when needed.
• Build strong relationships with customers while delivering a high level of service.
• Monitor and track customer experience and operational performance metrics.
• Support monthly sales plan execution through effective order management.
• Analyze customer information and identify opportunities for service improvement.
• Collaborate with internal teams to resolve issues and improve customer satisfaction.
• Support process improvement initiatives, including process mapping, gap identification, and problem solving.
• Leverage market best practices to improve the customer experience and business performance.

Who You Are (Basic Qualifications)

• Bachelor's degree completed or currently in progress in Business, International Trade, Supply Chain, Engineering, Marketing, or a related field.
• Advanced English proficiency.
• Strong communication and interpersonal skills.
• Customer-focused mindset.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Strong organizational and problem-solving skills.

What Will Put You Ahead

• Previous experience in Customer Service, Customer Experience, Order Management, Sales Support, or Supply Chain.
• Knowledge of customer experience methodologies and best practices.
• Experience using Salesforce.
• Experience using Power BI.
• Experience working with M3 ERP or similar systems.
• Data analysis and reporting experience.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation ranges provided for a position are estimated based on available market data. The actual minimum and maximum may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location.

Who We Are

As a Koch company, Guardian Glass is one of the world’s largest manufacturers of float, value-added and fabricated glass products and solutions. We produce high-performance glass for architectural, residential, interior, transportation and technical glass applications. You’ll find our glass in homes, offices and cars and in some of the world’s most iconic projects.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.