Customer Service Specialist

Epta Group; Santiago de Querétaro; Hybrid; MXN 180,000 - 300,000; Full time

Benefits offered by this job

Remote work when possible

Epta Academy training

Flexible working hours

Volunteering programs

Job summary

Epta Group is seeking a customer service professional to handle incoming calls, enter orders in SAP, and ensure accurate documentation. You will coordinate quotes, orders, and shipping details while supporting customers with timely updates and problem resolution.

The role requires 1–3 years of related experience, strong communication skills, and proficiency in SAP and Excel. A high school diploma is required, bachelor’s preferred, with potential for remote work where possible.

Qualifications

• 1–3 years of related experience in customer service (quoting, logistics, after sales).
• Attention to detail and ability to manage multiple tasks.
• Strong interpersonal and communication skills.
• Proficient with SAP and Excel.
• Advanced English competency.

Responsibilities

• Enter customer orders into SAP with high accuracy and track fulfillment.
• Process payments and invoices with proper documentation.
• Create and manage customer accounts and addresses.
• Process warranty claims and RMAs; handle credits/debits.
• Answer incoming calls and assist with requests promptly.
• Research inquiries, locate invoices, track shipments, provide packing slips.
• Manage pricing and product availability in SAP and Smartsheet; use SAP/BPCS for order management.

Skills

Interpersonal skills

Excellent communication

English advanced

SAP

Excel

Education

High school diploma

Bachelor’s degree preferred

Tools

SAP

Excel

Job description

As a key member of the team, you will play a vital contributing to handle a variety of incoming customer calls and fulfills customer needs to ensure customer satisfaction.

Your journey

Attention to detail, teamwork, results orientation.

Additionally, you have the following

• High school diploma (Bachelor’s degree is preferred)
• 1- 3 years related experience in customer service (quoting, logistics, after sales etc)
• Excellent Interpersonal and communicationskills
• Possesses the ability to oversee multiple tasks, stay organized, and focus on details.
• May require advances problem solvingskills
• SAP, Excel
• English advanced

Your contribution

• Enter customer orders into SAP with high accuracy, process quote entries and sales orders, and manage order tracking and fulfillment.
• Process credit card payments and ensure correct documentation for orders and invoices, including commercial and vendor party invoices.
• Create and manage customer accounts, including "Sold to" and "Ship to" addresses, extend customer accounts, and maintain customer information.
• Process warranty claims, create Return Merchandise Authorizations (RMAs) for system returns and other returns, and handle credit and debit memos as needed.
• Answer incoming calls to assist with customer requests, provide updates, and address concerns promptly and with a high degree of accuracy.
• Conduct research to resolve customer inquiries, locate invoices, track shipments, and provide packing slips.
• Manage pricing requests and product availability using SAP and Smartsheet Applications.
• Navigate SAP and BPCS systems for order management and product tracking and use TSS database search functions to find relevant information.

Why work for Epta

At Epta, we believe our employees are the driving force behind our success. That’s why we offer a thoughtful range of perks designed to inspire, support, and celebrate our team every step of the way.

• Join Epta in this permanent role, where you'll experience a great blend of new technologies and a modern workplace culture.
• We take development opportunities seriously! Take part in a variety of training through our Epta Academy and external training partners.
• Epta offers the opportunity for remote work whenever possible, along with providing the necessary technical equipment.
• Balance work and personal life perfectly with our flexible working hours.
• Give back more than we receive: Join our volunteering activities and help make the world a better place.

Our story

We at the Epta Group are a dynamic and growing international company, delivering cutting-edge commercial refrigeration solutions that impact everyday life—from ensuring fresh food in supermarkets to keeping the perfect chill in your favorite café. Our global network includes manufacturing facilities, sales entities and service organizations —all working together to provide sustainable and innovative solutions. We support customers in their green transition and support them as a fully integrated provider, from the layout of the store to the after-sales support.

With over 8,000 employees, Epta fosters an environment of continuous development. We offer career growth, extensive training, and the opportunity to thrive in a company where every challenge is a chance to create value and inspire our people. Guided by our values, we are committed to professional excellence, sustainability, and innovation in every aspect of our work.

We welcome applications from all individuals, regardless of gender, race, ethnicity, religion, sexual orientation, disability, parental status, or social origin. At Epta, your unique perspective is what keeps us innovative and cool.