Senior Customer Experience Specialist-1574

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

Senior Customer Experience Specialist-1574

San Luis Potosi, San Luis Potosi, Mexico

Position Type

Full-time

Working Arrangement

Hybrid

Job Summary

Job Description

• Manage and monitor customer orders from receipt through delivery, ensuring timely and accurate fulfillment.
• Serve as a key point of contact for customers, providing timely support and resolving inquiries, concerns, and service issues.
• Coordinate with internal teams such as Sales, Operations, Supply Chain, Logistics, and Finance to ensure customer requirements are met.
• Follow up on order status, backorders, changes, cancellations, and delivery commitments.
• Investigate and resolve customer complaints and discrepancies, identifying root causes and implementing appropriate solutions.
• Maintain accurate customer and order information in ERP and other internal systems.
• Monitor customer service KPIs and prepare reports related to orders, delivery performance, and customer satisfaction.
• Support process improvements and identify opportunities to enhance the overall customer experience.
• Provide guidance and support to Customer Experience team members and assist with complex or escalated cases.

Job Requirements

• Bachelor’s degree in Business Administration, International Business, Supply Chain, Logistics, or a related field.
• 3–5+ years of experience in Customer Service, Customer Experience, Order Management, or a related position, preferably in a manufacturing environment.
• Advanced English communication skills, both written and verbal.
• Experience working with ERP systems; SAP experience is preferred.
• Strong knowledge of order-to-cash/customer order management processes.
• Advanced Excel skills and experience working with reports and data analysis.
• Strong problem-solving, organization, and communication skills.
• Ability to manage multiple priorities and work effectively with cross-functional teams.
• Customer-oriented mindset and ability to handle escalated or complex situations.
• Experience mentoring or providing guidance to junior team members is preferred.

Area of Interest

Integrated Supply Chain and Operations

At PIP Global Safety, we are committed to fostering a diverse and inclusive workplace where all individuals are respected and valued. We do not tolerate discrimination or harassment of any kind, and we strive to ensure that employment decisions are based on qualifications, merit, and business needs. Employment practices and policies may be subject to variation based on applicable laws and regulations in different countries and jurisdictions.

This commitment applies to all aspects of employment, including hiring, recruiting, promotion, termination, compensation, benefits, training, and development opportunities. We believe that a diverse team strengthens our global success and enriches our culture.

EEO is the Law