Customer Experience Specialist

Guardian Glass; Santiago de Querétaro; On-site; MXN 350,000 - 550,000; Full time

Job summary

Guardian Glass in El Marqués, Querétaro, seeks a Customer Experience Specialist to manage orders, support requests, and serve as the link between customers and internal teams. You will help improve service, collaborate across Sales, Supply Chain, and Operations, and drive value through excellent customer experience.

The role emphasizes relationship building, problem solving, and data-driven improvements, with strong English skills and a focus on fast-paced execution.

Qualifications

• Bachelor's degree completed or in progress in a related field.
• Advanced English proficiency.
• Strong communication and interpersonal skills.
• Customer-focused mindset and ability to manage multiple priorities.
• Experience with ERP/CRM and data reporting is a plus.

Responsibilities

• Process and manage customer orders through portals and channels.
• Ensure orders are entered, monitored, and delivered per forecasts.
• Respond to inquiries and coordinate order changes.
• Build relationships and deliver high service levels.
• Monitor customer experience and performance metrics.
• Support monthly sales plan execution via order management.
• Analyze data to identify service improvement opportunities.
• Collaborate with internal teams to resolve issues.
• Assist process improvement initiatives and best-practice adoption.
• Leverage market practices to improve customer experience and business performance.

Skills

Advanced English

Communication

Interpersonal skills

Customer-focused mindset

Multitasking

Organizational skills

Problem solving

Education

Bachelor's degree in Business/Trade/Supply Chain/Engineering/Marketing or related field

Tools

Salesforce

Power BI

M3 ERP

Job description

Your Job

Guardian Glass is seeking a Customer Experience Specialist 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.

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