Customer Service (Automotive Division)

Hutchinson; Ensenada; Presencial; MXN 360.000 - 480.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary based on experience

Descripción de la vacante

A precision sealing systems company located in Mexico, Baja California, Ensenada, is seeking a Customer Service Representative to oversee 40+ customer accounts and ensure timely order processing and updates. The ideal candidate will have 3-5 years of B2B customer service experience, strong communication skills, and proficiency in ERP/MRP systems. A Bachelor's in Business Administration or a related field is required. The role emphasizes relationship building and effective collaboration across departments to exceed service goals. Competitive salary offered based on experience.

Formación

• 3–5 years of experience in customer service (B2B) and account management.
• Proficient in advanced English for reading, writing, and conversation.
• Experience with order-to-cash issue triage (billing/collections).

Responsabilidades

• Manage demand, process and maintain orders for 40+ accounts.
• Build strong relationships and exceed service goals.
• Prepare presentations for internal/external stakeholders.
• Enter and maintain customer orders through EDI, Web Releases, spot POs, and Contracts (FCST and FIRM horizons).
• Ensure data integrity in ERP/MRP (XA): prevent duplication, price errors, and wrong-ship locations.
• Monitor and report KPIs (e.g., demand volumes, backorders, OTD, expedites); analyze trends to anticipate issues.
• Manage changes and exceptions: ship dates, discrepancies, billing/collections, RMAs, credit notes, and expedites—mitigating penalties and extra freight.
• Track consumption vs. annual agreements; elevate any line-down risk immediately and coordinate recovery plans.
• Support internal departments as needed and contribute to departmental goals and continuous improvement.
• Prepare clear presentations and visuals for internal/external stakeholders.
• Create/maintain procedures and documentation aligned to the HSM quality system.
• Comply with corporate policies (Code of Conduct, CTPAT, Anti‑Corruption, Confidentiality, Information Security) and complete required HSE training.

Conocimientos

Managing customer demand

Advanced Excel skills

Negotiation and conflict resolution

Excellent communication

CRM

Communication

Project management

Stakeholder management

Educación

Bachelor’s degree in Business Administration or related field

Herramientas

ERP/MRP systems

CRM

JIT

Kanban

OTD practices

Descripción del empleo

We are a precision sealing systems business that partners with global customers to deliver high-quality products and service. Our culture emphasizes collaboration, accountability, and continuous improvement to meet demanding service levels across the value chain.

About the Role

The Customer Service Representative is the main point of contact between assigned customer accounts and our operations. You will manage demand, process and maintain orders, provide timely updates (order status, confirmations, shipping dates), and coordinate with Planning, Quality, Production, Warehouse, Engineering, and Sales to ensure accurate information flow and on‑time delivery. The role contributes to KPI attainment and margin protection through strong negotiation and issue resolution.

Responsibilities

• Build and maintain strong relationships with an assigned portfolio of 40+ accounts, consistently exceeding service goals.
• Respond quickly and professionally to customer inquiries via email, phone, Teams, conference calls, and on‑site visits.
• Perform contract reviews to validate terms & conditions, pricing accuracy, and engineering approvals before entering POs.
• Enter and maintain customer orders through EDI, Web Releases, spot POs, and Contracts (FCST and FIRM horizons).
• Ensure data integrity in ERP/MRP (XA): prevent duplication, price errors, and wrong‑ship locations.
• Monitor and report KPIs (e.g., demand volumes, backorders, OTD, expedites); analyze trends to anticipate issues.
• Manage changes and exceptions: ship dates, discrepancies, billing/collections, RMAs, credit notes, and expedites—mitigating penalties and extra freight.
• Track consumption vs. annual agreements; elevate any line‑down risk immediately and coordinate recovery plans.
• Support internal departments as needed and contribute to departmental goals and continuous improvement.
• Prepare clear presentations and visuals for internal/external stakeholders.
• Create/maintain procedures and documentation aligned to the HSM quality system.
• Comply with corporate policies (Code of Conduct, CTPAT, Anti‑Corruption, Confidentiality, Information Security) and complete required HSE training.

Qualifications

• Bachelor’s degree in Business Administration, Industrial Engineering, Communication, Marketing, or related field; equivalent experience considered.
• 3–5 years of experience in customer service (B2B) and account portfolio management.
• Advanced English (reading, writing, and conversation).

Required Skills

• Proven experience managing customer demand and 40+ accounts.
• Strong numerical reasoning; advanced Excel and executive presentation skills (graphs, dashboards).
• Proficiency with ERP/MRP systems and familiarity with CRM, JIT, Kanban, and OTD practices.
• Excellent communication (phone, email, active listening) and stakeholder management.
• Negotiation and conflict resolution to reduce operational costs and protect margins.
• Project management skills to meet departmental objectives; ability to perform under pressure and manage stress effectively.
• High sense of urgency, organization, and attention to detail.

Preferred Skills

• Experience with order‑to‑cash issue triage (billing/collections, RMAs, credit notes).
• Cross‑functional coordination with Planning, Operations, Quality, and Engineering.
• Continuous improvement mindset and process evaluation.

Pay range and compensation package

Competitive salary based on experience and qualifications.

Equal Opportunity Statement

We are an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants are encouraged to apply.