Customer Service Representative

Qnity; Ciudad de México; On-site; MXN 240,000 - 420,000; Full time

Job summary

Qnity Electronics in Mexico City is seeking a Customer Service Representative to manage orders and support the order-to-cash process. You will collaborate with Manufacturing, Marketing & Sales, and Supply Chain to ensure exceptional service and accurate order fulfillment.

The role requires English proficiency, experience with Salesforce and SAP OTC, and strong Excel/Power BI skills. This position involves governance of returns, customer relationships, and cross-functional coordination.

Qualifications

• Bachelor's degree or equivalent required.
• Develop proficiency as a Customer Service Representative.
• Proven ability to build and maintain strong customer relationships.
• Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers.
• Ability to identify areas for improvement and elevate for change management implementation.
• Excellent interpersonal and written communication skills. Strong office skills.
• Salesforce.com experience is a plus.
• Knowledge of the Order to Cash (OTC) transactions in SAP.
• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, Word, and Power BI).
• Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management.
• Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.
• Logistics, operations, or manufacturing experience preferred
• Language skills: English at high level is required (oral and written communication).

Responsibilities

• Manage customer orders through Customer Service work processes and systems.
• Handle all types of customer orders, including indent orders and services invoicing requests.
• Supports customers with coordination of returns when required, following Qnity Return Policies.
• Maintain a thorough knowledge of the businesses' products, businesses, applications, and service offerings.
• Strengthen customer experience by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
• Weekly participation in meetings with the Supply Chain team to analyze possible material delays.
• Identify and deliver value added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings.
• Differentiate between customer requirements and Qnity capabilities; choose the best/cost effective solution.
• Support commercial strategies with Qnity customers across multiple businesses.
• Provide backup coverage within Latin America countries.
• Responsible for establishing and maintaining relationships with the customers.
• Respond to sales team inquiries as: prices, stock, latest sales.

Skills

Customer service

English

Salesforce

OTC SAP

Power BI

Excel

Multitasking

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce

SAP OTC

Power BI

Excel

Job description

**Are you looking to power the next leap in the exciting world of advanced electronics?** Do you want to help solve problems that drive success in the rapidly evolving technology and connectivity landscape? Then bring your problem-solving, passion, and creativity to help us power the next leap in electronics.

At **Qnity**, we're more than a global leader in materials and solutions for advanced electronics and high-tech industries - we're a tight-knit team that is motivated by new possibilities, and always up for a challenge. All our dedicated teams contribute to making cutting-edge technology possible. We value forward-thinking challengers, boundary-pushers, and diverse perspectives across all our departments, because we know we play a critical role in the world enabling faster progress for all. Learn how you can start or jumpstart your career with us.

**Position Overview**

Qnity Electronics has an opening position for a Customer Service Representative (CSR) located in Mexico City, MX. The Customer Service Representative is the interface between customers and our business to deliver exceptional service through the order-to-cash process. The Customer Service Representative provides solutions to the customer while managing operational needs and collaborating closely with functional partners (Manufacturing, Marketing & Sales, Supply Chain, etc.) to meet company objectives. This position will work with, but not limited to, supply chain planners, logistics team, market segments, other customer service reps, plant sites, warehouses, regional contacts, carriers, and financial contacts to meet customers' needs while maintaining quality standards. In addition, this position will focus on matching customer needs to the QNITY product offerings. Responsibilities include responding to customer inquiries and complaints utilizing the various Business Unit tracking systems, issuing credit and debit memos, and monitoring sales orders through the order fulfillment process. This position will also require a thorough understanding of and become actively involved in support of the corporate Sarbanes-Oxley 404 compliance process as it relates to customer service.

**Core Responsibilities:**

• Manage customer orders through Customer Service work processes and systems.
• Handle all types of customer orders, including indent orders and services invoicing requests.
• Supports customers with coordination of returns when required, following Qnity Return Policies.
• Maintain a thorough knowledge of the businesses' products, businesses, applications, and service offerings.
• Strengthen customer experience by developing solid relationships, understanding customer needs, and gathering market intelligence.
• Coordinate activity at assigned customer accounts, proactively address issues, and implement solutions.
• Weekly participation in meetings with the Supply Chain team to analyze possible material delays.
• Identify and deliver value added services. Proactively provide differentiated services to our customers by thorough understanding of our service offerings.
• Differentiate between customer requirements and Qnity capabilities; choose the best/cost effective solution.
• Support commercial strategies with Qnity customers across multiple businesses.
• Provide backup coverage within Latin America countries.
• Responsible for establishing and maintaining relationships with the customers.
• Respond to sales team inquiries as: prices, stock, latest sales.

**Minimum Skills Required** :

• Bachelor's degree or equivalent required
• Develop proficiency as a Customer Service Representative.
• Proven ability to build and maintain strong customer relationships.
• Ability to adjust with ease to new conditions and personnel and to exhibit the competence and maturity to encourage confidence from Customers.
• Ability to identify areas for improvement and elevate for change management implementation
• .Excellent interpersonal and written communication skills. Strong office skills.
• Salesforce.com experience is a plus.
• Knowledge of the Order to Cash (OTC) transactions in SAP.
• Intermediate to high level Microsoft Excel proficiency is required (including Excel, PowerPoint, Word, and Power BI).
• Demonstrated skills: multitasking, project management including the ability to translate needs into a workable implementation plan, change management.
• Demonstrated flexibility/adaptability in a dynamic, fast-paced team environment.
• Logistics, operations, or manufacturing experience preferred
• Language skills: English at high level is required (oral and written communication).

**Additional Information** :

Customer visits may be required.

**Competencies** :

• Building Sustainable Customer Relationships.
• Making customers and their needs a primary focus of one's actions, developing and sustaining productive customer relationships.
• Problem Solving.
• Ability to engage and resolve intricate and detailed issues. Embrace change, maintaining effectiveness when experiencing major changes in work tasks or the work environment.
• Adjust effectively to work within new work structures, processes, requirements, or cultures.
• Engagement, demonstrating a willingness to actively commit to one's work and to invest one's time, talent, and best efforts to accomplish organizational goals.
• Interpersonal Skills. Interact with others properly in the business domain.
• Ability to have a good relationship with others while getting the job done.

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Qnity is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information ( .

Qnity offers a comprehensive pay and benefits package. To learn more visit the Compensation and Benefits page ( .

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