LATAM Multilingual Customer Service Specialist

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

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.