Senior Customer Experience Lead – Order & ERP

Protective Industrial Products; San Luis Potosí; Híbrido; MXN 180.000 - 300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Protective Industrial Products is seeking a Senior Customer Experience Specialist to oversee order management and customer support in a hybrid environment in San Luis Potosí, MX. You will coordinate with Sales, Operations, Supply Chain, Logistics and Finance to meet client requirements and resolve issues.

Responsibilities include monitoring orders, solving escalations, maintaining ERP data, and delivering KPI reports.

Formación

• Bachelor’s degree in Business Administration, International Business, Supply Chain, Logistics, or related field.
• 3–5+ years in Customer Service/Experience/Order Management, preferably in manufacturing.
• Advanced English communication, both written and verbal.
• Experience with ERP systems; SAP preferred.
• Strong knowledge of order-to-cash and customer order management.
• Advanced Excel skills and data analysis experience.

Responsabilidades

• Manage and monitor customer orders from receipt through delivery, ensuring timely fulfillment.
• Serve as key contact for customers, providing timely support and resolving inquiries.
• Coordinate with Sales, Operations, Supply Chain, Logistics and Finance to meet customer requirements.
• Follow up on order status, backorders, changes, cancellations, and delivery commitments.
• Investigate and resolve customer complaints, identifying root causes and solutions.
• Maintain accurate customer and order information in ERP and other systems.
• Monitor customer service KPIs and prepare reports on orders, delivery, and satisfaction.
• Support process improvements and identify opportunities to enhance the customer experience.
• Provide guidance to Customer Experience team and assist with escalated cases.

Conocimientos

ERP systems

SAP experience

Advanced English

Order management

Cross-functional teamwork

Excel / data analysis

Educación

Bachelor’s degree in Business Administration/International Business/Logistics or related

Herramientas

ERP systems

SAP

Descripción del empleo

Protective Industrial Products is seeking a Senior Customer Experience Specialist to oversee order management and customer support in a hybrid environment in San Luis Potosí, MX. You will coordinate with Sales, Operations, Supply Chain, Logistics and Finance to meet client requirements and resolve issues.

Responsibilities include monitoring orders, solving escalations, maintaining ERP data, and delivering KPI reports.