Customer Service / Inside Sales Representative USA

Grupo PROMAX; Monterrey; Híbrido; MXN 766.000 - 1.277.000; Jornada completa

Descripción de la vacante

Grupo PROMAX is seeking a Customer Service / Inside Sales Representative to manage end-to-end order fulfillment and ensure data integrity across systems. You will act as the operational backbone between customers, sales and supply chain, driving SLA compliance and high data accuracy in order execution.

The role emphasizes customer retention, satisfaction, and cross-functional collaboration, with a focus on data-driven reporting and process improvements to support growth in the USA market.

Formación

• Bachelor's degree in administrative or international business.
• Advanced English proficiency.
• 3-5 years of experience in customer service or supply chain roles.
• Experience with ERP systems and order digitization from multiformat PDFs.
• Advanced Excel skills for large datasets and pivot analysis.
• High accuracy in master data entry and order reconciliation.

Responsabilidades

• Serve as primary contact for assigned accounts via phone or email.
• Manage end-to-end order lifecycle ensuring data integrity.
• Update pricing, discounts and promotional rates in the system.
• Analyze demand patterns and align with sales to mitigate risks.
• Collaborate cross-functionally to resolve bottlenecks.
• Develop and distribute daily, weekly and monthly reports.
• Provide backup coverage during peak periods.
• Investigate and resolve billing disputes and returns.
• Identify and address repetitive operational bottlenecks.

Conocimientos

Advanced English proficiency

Advanced Microsoft Excel

Educación

Bachelor's degree in administrative or international business

Herramientas

ERP systems

Descripción del empleo

Customer Service / Inside Sales Representative USA

To manage the comprehensive end-to-end order fulfillment cycle and safeguard account stability, serving as the commercial and operational backbone between the Customer, Sales , and Supply Chain. This role is responsible for ensuring maximum data accuracy in order execution, continuous backlog monitoring, and the seamless flow of business information across departments. The goal is to optimize customer retention, satisfaction and target account volume through systematic cross-functional coordination, service level agreement compliance, and efficient operational resolution.

RESPONSIBILITIES
Customer Service and SLA management: Serve as the primary point of contact for assigned accounts via phone (1800 line) or email.
End-to-End order management: Process, track and audit the complete lifecycle of customer orders within systems, ensuring data integrity from initial entry to payment collection.
Pricing and Master Data Administration: Update and maintain approved pricing, discount structures, and promotional rates within the commercial system.
Demand and Sales Alignment: Analyze customer buying behavior and historical order patterns to identify demand shifts or supply risks. Collaborating closely with the sales team to prevent fulfillment issues.
Cross-functional Collaboration: Act as the operational bridge between the customer and internal areas to resolve bottlenecks.
Reporting and metrics: Develop, analyze and distribute daily, weekly and monthly operational reports. Turning raw data into clear insights regarding order backlogs, risks, and process improvements.
Provide back up coverage for team members vacations, leaves or peak volume periods to maintain consistent service levels across the department.
Billing disputes and Claims resolution: Investigate and resolve customer payment disputes, short pays, and returns working directly with stakeholders to clear open balances.
Continuous Improvement: Identify repetitive operational bottlenecks, tracking errors, or delays in the order cycle.
REQUIREMENTS:
Bachelor´s degree, administrative or international Businesses
Advanced English proficiency
3-5 years of experience in Customer service or supply chain roles, preferably within the manufacturing industry
Experience working with ERP systems, combined with workflows for manual order digitization and validation from multiformat PDFs.
Advanced Microsoft Excel skills (ability to manage large datasets, create pivot tables, and use formulas to analyze account performance)
Exceptional accuracy in master data entry, order reconciliation, and critical documentation management.
Ability to remain solution-oriented, adapt to rapid demand fluctuations, and execute contingency protocols in fast-paced environment.
Flexibility to adjust workflows during peak volumes, corporate transitions, or new account onboarding processes.