Customer Service Representative

3523 UPM Raflatac Mexico S.A.; Tlalnepantla; Presencial; MXN 240.000 - 360.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Meaningful work

Team-oriented culture

Career development opportunities

Sustainability focus

Descripción de la vacante

UPM Raflatac Mexico S.A. is seeking a Customer Service II to manage a dynamic LATAM customer base from Sentura, Tlalnepantla.

You will act as the main liaison for customers and internal teams, handling orders, changes, and returns while ensuring timely updates and accurate invoicing. Ideal candidates have 3+ years in customer service, fluency in Spanish and English (Portuguese helpful), strong organizational skills, and experience with Salesforce or similar databases.

Formación

• 3+ years of customer service or office experience.
• Fluent in Spanish and English; Portuguese (Brazil accounts) is a plus.
• Strong organizational and communication skills.
• Experience with Salesforce or databases is a plus.

Responsabilidades

• 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.

Conocimientos

Customer service

Spanish language

English language

Portuguese (Brazil accounts)

MS Office

Salesforce

Herramientas

Salesforce

MS Office

Descripción del empleo

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. 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!

UPM Raflatac is looking for a Customer Service II, located in Sentura, Tlalnepantla. Greetings from your future manager. 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 grow in professional and personal ways. We value collaboration, empathy, and continuous improvement. Together we will build a positive work environment focused on customer solutions and professional growth.

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 3+ years of customer service or office experience – with proven ability to manage detail‑oriented tasks
• You have spoken and written Spanish, Portuguese (Brazil accounts), and local languages are essential; other languages are an advantage – handling LATAM Accounts
• You have spoken and written English and local languages are essential; other languages are an advantage
• 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 act 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

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.

Additional information

Location: Sentura, Tlalnepantla. Reporting to Yosdy Salazar, Manager, Customer Service LATAM.

Contact: [e-mail].

How to apply

To apply, please submit your CV and cover letter by August14,2026 through our online application system. We begin reviewing applications as they are received, and you may be contacted before the application deadline. For support, please contact our HR Service Center at [e-mail] or tel. [phone].

Job information

This job description is intended to be a guide and is not a contractual document. All contents are subject to change at the discretion of the company. Other duties may be assigned as required.