Manager, Enterprise Knowledge Management Tech Service Agent

Ingredion Incorporated; Región Centro; Hybrid; MXN 201,000 - 290,000; Full time

Job summary

Cognizant is hiring a Customer Service Representative (Temporal) in Guadalajara, Mexico. The role involves handling hi-tech customer inquiries with a focus on accurate information, effective communication, and timely issue resolution in a hybrid office setting.

The candidate should have strong English, backoffice process understanding, and experience with ERP systems. The position supports global customer operations with rotations and collaboration across teams.

Qualifications

• Customer service experience in a fast-paced environment.

Responsibilities

• Handle inbound and outbound calls to resolve customer issues in a hi-tech environment.
• Process daily quotes and orders in ERP systems (Oracle/JDE).
• Maintain accurate documentation in backoffice systems and drive timely resolutions.
• Coordinate with internal teams to ensure consistent service delivery.
• Escalate complex cases using established paths and update knowledge bases.

Skills

Customer Service

ERP systems

Oracle

JDE

Communication

Time management

Education

Bachelor's Degree in International Business, Marketing or Engineering

Tools

Oracle

JDE

Job description

Job Summary

This role supports customer experience customer service agent operations for a global technology environment handling inquiries and issues from hi tech clients through effective communication. The specialist provides accurate information resolves service requests and coordinates with internal teams while working from office in rotational shifts. Strong spoken English skills and attention to detail are essential to maintain high service quality and operational efficiency.

Responsibilities

• Handle inbound and outbound calls interactions for hi tech customers to provide clear accurate and timely resolutions while maintaining high service quality standards and adherence to support procedures
• Manage backoffice ticket lifecycle from creation to closure to ensure proper documentation prioritization and routing of issues to the correct technical or business teams for efficient resolution
• Coordinate with cross functional internal stakeholders to clarify customer requests gather relevant information and support the delivery of consistent and reliable service outcomes
• Monitor helpdesk queues and backoffice workflows to balance workload respond within defined service timelines and elevate complex cases using established escalation paths when necessary
• Communicate with customers in fluent spoken English to explain solutions set expectations and reduce repeated contacts while maintaining a professional and empathetic tone in every interaction
• Analyze recurring customer issues and service patterns in hi tech contexts to identify process gaps and suggest improvements that enhance efficiency accuracy and customer experience
• Follow defined helpdesk and backoffice standard operating procedures to ensure compliance with company policies industry regulations and data protection requirements relevant to hi tech operations
• Update knowledge bases and internal reference materials with validated information from resolved cases so future interactions are more efficient and consistent across the helpdesk team
• Use office productivity and case management tools to capture detailed case notes track progress and produce simple status reports that support transparency and informed decision making
• Collaborate with team members during rotational shifts to share context on active cases ensuring smooth handovers and continuity of service across different working hours
• Support continuous improvement initiatives by providing feedback on tools workflows and communication practices so that the helpdesk function evolves with changing hi tech business needs
• Adhere to work from office requirements and rotational shift schedules to maintain reliable coverage for global customer operations while demonstrating flexibility in working hours when business demands require
• Contribute to the organizations broader mission by helping hi tech customers resolve service obstacles quickly thereby supporting innovation productivity and positive societal impact through technology use

Qualifications

• Demonstrate strong proficiency in spoken English with the ability to explain technical and process related information clearly to diverse customer groups and internal stakeholders
• Bring practical experience working with hi tech products services or environments enabling accurate understanding of customer issues and context specific problem solving
• Apply structured analytical thinking to assess customer requests identify root causes and propose effective resolutions that align with defined helpdesk policies and quality standards
• Utilize office based collaboration and productivity tools to manage tickets share updates and maintain accurate records that support transparent and efficient operations in a backoffice setting
• Show adaptability and reliability in rotational shift work by maintaining consistent performance attention to detail and focus during varying working hours in a work from office model
• Exhibit strong interpersonal and customer service skills by engaging respectfully managing expectations and striving to create positive experiences that reflect the company commitment to customer centricity
• Develop familiarity with hi tech industry trends basic terminology and common customer challenges to enhance relevance and effectiveness in daily helpdesk interactions and case handling

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Customer Service Representative (Temporal)

Hybrid

Guadalajara, Mexico

Full time

JR

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in‑class engineering, design and manufacturing combined with category‑leading brands in compression, controls, software and monitoring solutions result in next‑generation climate technology that is built for the needs of the world ahead.

We are a sustainable company engaged to the values of Excellence, Innovation, Collaboration, Respect and Responsibility. We seek professionals who share our vision of creating sustainable solutions that improve lives and protect the planet, today and for future generations.

We are looking for your talent, join our team and start your journey today!

Responsibilities

• Order entry support across Gdl Customer Service team. Process daily customer quotes and firm orders thru the following Order Entry options: Oracle and JDE
• Filing Customer Profiles for new orders, quotations and shipments based in the Record Retention
• Index documents in Onbase
• Weekly update new shipping dates in Oracle
• Acknowledge orders and shipping
• Support other all BUs during CSR transitions, training, vacations, disease, and peak season
• Support Management and CSRs
• Take inbound calls and respond emails

Requirements

• Ability to work under pressure, respecting deadlines, and delivery results.
• Customer Service background.
• Export knowledge a plus.
• Computer knowledge (Oracle, JDE or any other ERP experience a plus).
• Superior communication and organizational skills.

Education

• Bachelor's Degree in International Business, Marketing or Engineering degree.

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future-for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end‑to‑end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, or disability. We are committed to providing a workplace free of any discrimination or harassment.

No calls or agency requests please.

With $5B of global revenue, Copeland is a leading provider