LATAM Customer Service Catalyst (Spanish/Portuguese)

UPM - The Biofore Company; Tlalnepantla; Sur place; MXN 240 000 - 360 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Detail oriented

Office software

Communication

Bilingual Spanish/English

Portuguese (Brazil accounts)

Team collaboration

Outils

Microsoft Office

Salesforce

Description du poste

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.