Customer Service Representative

Upm - The Biofore Company; Tlalnepantla; On-site; MXN 240,000 - 360,000; Full time

Job summary

UPM Raflatac in Sentura, Tlalnepantla, is seeking a Customer Service Representative to support LATAM accounts within a global supply chain. You will act as the primary contact for customers, manage orders and returns, and prepare invoices with timely, professional communication.

Fluency in Spanish is required; Portuguese for Brazil accounts and English proficiency are valued. Join a service-driven team focused on customer solutions and professional growth.

Qualifications

• 1–2 years of customer service or office experience.
• Microsoft Office (Word, Excel, PowerPoint, Outlook); Salesforce or databases a plus.
• Strong customer focus with ability to deliver tailored, high-quality service.

Responsibilities

• Act as the primary contact for assigned customers, Territory Sales Managers, and internal teams.
• Manage customer orders, including changes, rush orders, and overseeing the return process (RMA).
• Prepare and send order confirmations and invoices as needed.
• Communicate operational updates, delays, and announcements to customers in a timely and professional manner.
• Support credit hold and release processes, request PALs, and ensure correct service fees are applied.
• Ensure all customer inquiries are routed to the appropriate experts and resolved promptly.
• Maintain high standards of customer service by meeting segment-specific KPIs for response time and case resolution.
• Contribute to customer satisfaction by achieving required survey results and continuously improving service quality.

Skills

Customer service

Detail oriented

Office software

Communication

Bilingual Spanish/English

Portuguese (Brazil accounts)

Team collaboration

Tools

Microsoft Office

Salesforce

Job description

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Together we can renew the everyday, for a future beyond fossils!

Learn more about us as a workplace upm.com/careers

UPM Raflatac is looking for a Customer Service Representative, located in Sentura, Tlalnepantla.

Greetings from your future manager

“Welcome to UPM and Customer Service team! I am very excited to begin this journey with you. Our team plays a key role in our customers’ experience, and I am convinced that, with your talent and commitment, we will achieve great things together. In this position, you will have the challenge of managing a dynamic customer base within a global supply chain, with opportunities to develop and growth in professional and personal ways. Here we value collaboration, empathy, and continuous improvement. Together we will build a positive work environment focused on customer solutions and professional growth” . - Yosdy Salazar, Manager, Customer Service LATAM

What you will do

• Act as the primary contact for assigned customers, Territory Sales Managers, and internal teams

• Manage customer orders, including executing changes, handling rush orders, and overseeing the return process (RMA)

• Prepare and send order confirmations and invoices as needed

• Communicate operational updates, delays, and announcements to customers in a timely and professional manner

• Support credit hold and release processes, request PALs, and ensure correct service fees are applied

• Ensure all customer inquiries are routed to the appropriate experts and resolved promptly

• Maintain high standards of customer service by meeting segment-specific KPIs for response time and case resolution

• Contribute to customer satisfaction by achieving required survey results and continuously improving service quality

Who you are

• You have 1 or 2 years of customer service or office experience – with ability to manage detail-oriented tasks

• You are organized and tech-savvy – skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook); experience with Salesforce or databases is a plus

• You demonstrate strong customer focus – understands customer needs and delivers tailored, high-quality service

• You take initiative and acts with urgency – approaches challenges with energy, enthusiasm, and a proactive mindset

• You can communicate clearly and effectively – across different formats and audiences, both internally and externally

• You have ability to collaborate across teams – builds partnerships and works cooperatively to achieve shared goals

• You adapt to changing situations – adjusts behavior and approach in real time to meet shifting demands

• You have spoken and written Spanish , Portuguese is a must (Brazil accounts), and local languages are essential and other languages an advantage - handling LATAM Accounts

• You have intermediate spoken and written English and local languages are essential and other languages an advantage

This is what we offer to you

• A meaningful job – We have an inspiring purpose ‘UPM – we renew the everyday. Our work is impactful and transformative.

• A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well‑being of our colleagues. We support the work-life balance of all our employees.

• Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

• Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working.

Additional information

This positionis located in Sentura, Tlalnepantla.

The position holder will report toYosdy Salazar.

For further information about the role, please contact Yosdy Salazar, Manager, Customer Service LATAM , at [e-mail].

Country-specific information

This Job Description is intended to be a guide and is not intended to be a contract of employment, explicit or implicit. All contents are subject to change at the sole discretion of the company. Cooperation is expected of all employees. Other duties may be assigned as needed.

UPM business

UPM is a material solutions company, renewing products and entire value chains with an extensive portfolio of renewable fibres, advanced materials, decarbonization solutions, and communication papers. Our performance in sustainability has been recognized by third parties, including EcoVadis and the Dow Jones Sustainability Indices. We operate globally and employ approximately 15,800 people worldwide, with annual sales of approximately €10.3 billion. Our shares are listed on Nasdaq Helsinki Ltd.

UPM – we renew the everyday

Read more: upm.com

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