Lead, Customer Account Services & SAP Order Management

Epson America Inc.; Ciudad de México; Remote; MXN 1,622,000 - 2,343,000; Full time

Job summary

Epson America Inc. in Mexico City leads a Customer Account Service team focused on U.S. order management and exceptional customer care. You will supervise daily operations, coach staff, and ensure on-time delivery while maintaining service excellence.

You will report to a U.S.-based manager and collaborate with North America Customer Service and Sales Operations to align on performance goals and continuous improvement.

Qualifications

• 5+ years in customer service and order management (order to cash) with at least 2 years in a supervisory role.
• Strong knowledge of SAP, logistics coordination, and customer account management.
• Excellent English and Spanish communication skills, both written and verbal.

Responsibilities

• Supervise and mentor the Customer Account Service team, fostering accountability, collaboration, and customer focus.
• Oversee end-to-end order processing in SAP, ensuring accuracy, compliance, and timely delivery.
• Resolve complex or escalated customer issues promptly and professionally; support pricing, shipment delays, and product availability inquiries.
• Identify and implement process improvements to increase efficiency and service quality; ensure compliance with shipping, billing, and documentation needs.
• Prepare and present regular performance reports to management and participate in planning, forecasting, and budgeting as required.

Skills

Leadership

Customer service excellence

Order management

SAP

Order to cash

KPI analysis

Cross-functional collaboration

Bilingual English/Spanish

Problem solving

Education

Bachelor's degree

Tools

SAP

Job description

Epson America Inc. in Mexico City leads a Customer Account Service team focused on U.S. order management and exceptional customer care. You will supervise daily operations, coach staff, and ensure on-time delivery while maintaining service excellence.

You will report to a U.S.-based manager and collaborate with North America Customer Service and Sales Operations to align on performance goals and continuous improvement.