Customer Service Export Specialist

Henkel; Zapopan; Híbrido; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una empresa multinacional en el sector de productos de consumo busca un Especialista en Servicio al Cliente para gestionar pedidos internacionales. Esta posición requiere experiencia en atención al cliente y en procesos de exportación, así como habilidades avanzadas de comunicación en inglés. Se ofrece un entorno de trabajo flexible, oportunidades de crecimiento internacional y beneficios competitivos.

Servicios

Esquema de trabajo flexible con horas flexibles

Oportunidades de crecimiento nacional e internacional

Programa de bienestar global

Licencia de paternidad neutral de género

Plan de acciones para empleados

Beneficios flexibles

Vales de comida

Fondo de ahorro

Finalización anticipada los viernes

Formación

• 2 a 5 años de experiencia en Servicio al Cliente para exportaciones.
• Inglés intermedio a avanzado (capacidad para mantener conversaciones fluidas).
• Conocimiento sólido de procesos de exportación e Incoterms.

Responsabilidades

• Gestionar el ciclo completo de pedidos de exportación.
• Coordinar con departamentos internos para resolver problemas.
• Contactar proactivamente a los clientes para anticipar necesidades.

Conocimientos

Orientación al cliente

Resolución de problemas

Pensamiento analítico

Comunicación efectiva

Multitasking y priorización

Educación

Licenciatura en Comercio Internacional, Comercio Exterior o campo relacionado

Herramientas

Excel avanzado

Descripción del empleo

About this Position The purpose of this position is to provide comprehensive support to internal and external customers via phone calls and emails, addressing issues, complaints, and inquiries related to the order process. This person will be responsible for coordinating and managing the full order cycle ("end to end"), from order creation to final delivery, ensuring an efficient and seamless experience for international customers.

What you´ll do

• Process and follow up on export orders in the system, ensuring compliance with timelines, sales terms, and document accuracy.
• Manage approximately 15–20 international accounts across the Americas (U.S., Guatemala, and South America), primarily Henkel HCB distributors (retail, professional, and laundry sectors).
• Resolve issues such as billing errors, damaged products, credit note adjustments, delays, etc.
• Coordinate with internal departments such as logistics, warehouse, demand planning, and finance to solve problems.
• Ensure compliance with monthly billing targets by identifying deviations and root causes.
• Maintain constant and proactive contact with customers to anticipate needs and manage expectations.
• Prepare and analyze operational and commercial management reports.

What makes you a good fit

• Bachelor’s degree in International Business, Foreign Trade, or a related field.
• 2 to 5 years of experience in Customer Service for exports (including previous experience in a call center or customer support).
• Intermediate to advanced English (ability to hold fluid conversations and understand technical foreign trade terms).
• Strong knowledge of export processes and Incoterms (responsibilities and obligations in international operations).
• Proficient in the full international order management process ("end to end").
• Advanced Excel skills.
• Clear, timely, and proactive communication skills with internal and external customers and cross-functional teams.
• Strong analytical skills to assess situations, generate quick solutions, and propose response strategies.
• Experience in preparing and interpreting billing reports and month-end analysis.
• Understanding of international operational risks (e.g., strikes, national conflicts, logistics disruptions).
• Ability to multitask, solve problems, and work under pressure.
• Advanced english level.
• Effective communication
• Customer orientation
• Problem-solving
• Analytical thinking
• Multitasking and prioritization
• Working under pressure

Some perks of joining Henkel

• Flexible work scheme with flexible hours, hybrid work model, and work from anywhere policy for up to 30 days per year
• Diverse national and international growth opportunities
• Globally wellbeing standards with health and preventive care programs
• Gender-neutral parental leave for a minimum of 8 weeks
• Employee Share Plan with voluntary investment and Henkel matching shares
• Flexible Benefits
• Meal vouchers
• Savings fund
• Friday early finish

At Henkel, we come from a broad range of backgrounds, perspectives, and life experiences. We believe the uniqueness of all our employees is the power in us. Become part of the team and bring your uniqueness to us! We welcome all applications across different genders, origins, cultures, religions, sexual orientations, disabilities, and generations.