Export Customer Experience Specialist

Solstice Advanced Materials; Ciudad de México; Presencial; MXN 360.000 - 600.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Solstice Advanced Materials is seeking an Export Customer Experience Specialist in Mexico City to drive operational excellence and elevate the customer experience. You will coordinate with logistics and internal teams, ensure export compliance, and monitor KPIs to improve on-time delivery and accuracy.

The role requires 4+ years in CX and logistics, English proficiency, and experience with ERP/CRM systems (SAP and Salesforce preferred).

Formación

• 4+ years of proven experience in Customer Experience and Logistics.
• English proficient.
• Experience with exports documentation requirements and ensure compliance with international trade regulations.
• Proven experience working with ERP and CRM (SAP and Salesforce preferred).

Responsabilidades

• Serve as the primary contact for export inquiries, order status, and shipment updates.
• Coordinate with logistics providers, customs brokers, warehouses, and internal teams to ensure timely shipments.
• Monitor export documentation requirements and ensure compliance with international trade regulations.
• Proactively communicate potential delays, risks, or service disruptions to customers and stakeholders.
• Investigate and resolve customer complaints, shipment discrepancies, and service issues.
• Collaborate with Supply Chain, Planning, Sales, and Transportation teams to improve customer experience and operational performance.
• Track and analyze KPIs related to customer satisfaction, on-time delivery, and order accuracy.
• Identify process improvement opportunities and support continuous improvement initiatives.
• Maintain accurate records and documentation within company systems.

Conocimientos

Customer experience management

Logistics coordination

English proficiency

Cross-cultural collaboration

Educación

Bachelor's degree

Herramientas

SAP

Salesforce

Descripción del empleo

As a Export Customer Experience Specialist here at Solstice, you will play a key role in driving operational excellence and enhancing the overall customer experience. This role will involve collaborating with cross-functional teams, senior managers, and directors to identify areas for improvement and implement strategies to optimize operational processes.

In this role, you have a direct impact on improving customer satisfaction, streamlining operations, driving efficiency, and fostering a culture of continuous improvement within the customer service function.

Responsibilities

• Serve as the primary point of contact for customers regarding export inquiries, order status, and shipment updates.

• Coordinate with logistics providers, customs brokers, warehouses, and internal teams to ensure timely and accurate shipments.

• Monitor export documentation requirements and ensure compliance with international trade regulations.

• Proactively communicate potential delays, risks, or service disruptions to customers and stakeholders.

• Investigate and resolve customer complaints, shipment discrepancies, and service issues.

• Collaborate with Supply Chain, Planning, Sales, and Transportation teams to improve customer experience and operational performance.

• Track and analyze key performance indicators (KPIs) related to customer satisfaction, on-time delivery, and order accuracy.

• Identify process improvement opportunities and support continuous improvement initiatives.

• Maintain accurate records and documentation within company systems.

Qualifications

YOU MUST HAVE

• 4+ years of proven experience in Customer Experience and Logistics.

• English proficient.

• Experience with exports documentation requirements and ensure compliance with international trade regulations.

• Proven experience working with ERP and CRM (SAP and SalesForce preferred).

• Ability to work with multi-cultural teams.

• Experience in customer experience management is preferred.

WE VALUE

• Bachelor's degree.

• Ability to work in a fast-paced and dynamic environment.

• Innovative and solution-oriented mindset.

• Excellent interpersonal and relationship-building skills.

• Continuous learning and self-development mindset.

• Strong analytical and problem-solving skills.

• Proficient in data analysis and reporting tools.

• Excellent communication skills.#LI-Hybrid

About Us

About Solstice Advanced Materials

Solstice Advanced Materials is a leading global specialty materials company that advances science for smarter outcomes. Solstice offers high-performance solutions that enable critical industries and applications, including refrigerants, semiconductor manufacturing, data center cooling, nuclear power, protective fibers, healthcare packaging and more. Solstice is recognized for developing next-generation materials through some of the industry's most renowned brands such as Solstice®, Genetron®, Aclar®, Spectra®, Fluka™, and Hydranal™. Partnering with over 3,000 customers across more than 120 countries and territories and supported by a robust portfolio of over 5,700 patents, Solstice’s approximately 4,000 employees worldwide drive innovation in materials science. For more information, visit Advanced Materials (https://advancedmaterials.honeywell.com/us/en) .

Job Identification 107708

Job Category Customer Experience

Job Schedule Full time

Locations Av. Santa Fe 94-TORRE C PISO 13, Santa Fe, Zedec Sta Fé, Álvaro Obregón, Mexico City, CMX, 01210, MX

Av. Roble 660 Suite 300, piso 3, col. Valle del campestre, San Pedro Garza García, Nuevo Leon, México C.P. 66265, Monterrey, NLE, 66265, MX

Hire Eligibility Internal and External

Relocation Package None