Senior Customer Service Specialist (Order Management)

MVC Resources; Uruapan; On-site; MXN 360,000 - 540,000; Full time

Job summary

MVC Resources in Mexico is seeking a proactive Customer Operations professional to drive end-to-end order processing, inventory coordination, and issue resolution across multiple channels. You will partner with sales, finance, and logistics to ensure accurate orders and timely deliveries.

Ideal candidates have a bachelor's degree, 4+ years in customer care and order operations, and strong communication and problem-solving abilities.

Qualifications

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related discipline.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
• At least 4 years of solid background in customer care, order processing, and customer operations.
• Proven track record handling end-to-end order execution, high-touch customer support, and complaint resolution.

Responsibilities

• Order Processing & Fulfillment: Manage and enter customer orders accurately from multiple channels to guarantee on-time order fulfillment.
• Distributor & Stock Coordination: Oversee inventory replenishment to satisfy distributor purchase requests.
• Customer Inquiry & Dispute Resolution: Act as the liaison for client queries and resolve complaints, escalating complex matters as needed.
• Complaint Tracking: Record and monitor complaints in the tracking system for timely closure and root-cause resolution.
• Cross-Functional Collaboration: Partner with internal commercial teams, finance, and supply chain partners.
• Logistics & Returns Management: Liaise with warehouse partners, 3PL providers, and customers on delivery issues and returns.
• Quality & Regulatory Compliance: Adhere to procedures and support GDPMD compliance.
• Ad-Hoc Support: Assist with other operational duties and projects.

Skills

Customer care

Order processing

Excel

Interpersonal skills

Cross-functional collaboration

Education

Bachelor’s degree or Diploma

Tools

MS Office

Job description

Role Overview

Deliver an exceptional customer experience by promptly addressing client inquiries, resolving challenges effectively, and ensuring smooth day-to-day order operations in alignment with organizational standards and industry compliance guidelines.

Key Responsibilities

• Order Processing & Fulfillment: Manage and enter customer orders accurately from multiple channels (email, phone, messaging platforms, and internal sales teams) to guarantee on-time order fulfillment.
• Distributor & Stock Coordination: Oversee inventory replenishment billing to satisfy distributor purchase requests.
• Customer Inquiry & Dispute Resolution: Act as the primary liaison for client queries and resolve complaints diplomatically, escalating complex matters to appropriate internal stakeholders when required.
• Complaint Tracking: Record and monitor complaints within the internal tracking system to ensure timely closure and root-cause resolution.
• Cross-Functional Collaboration: Partner closely with internal commercial teams, credit control/finance, and supply chain partners.
• Logistics & Returns Management: Liaise between warehouse partners, external third-party logistics (3PL) providers, and customers regarding delivery issues, order discrepancies, and returns.
• Quality & Regulatory Compliance: Adhere strictly to company operating procedures and support regulatory quality standards, specifically Good Distribution Practice for Medical Devices (GDPMD).
• Ad-Hoc Support: Assist with other operational duties and projects as assigned.

Requirements

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related discipline.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint).
• At least 4 years of solid background in customer care, order processing, and customer operations.
• Proven track record handling end-to-end order execution, high-touch customer support, and complaint resolution.
• Strong interpersonal, problem-solving, and cross-functional collaboration skills.
• High attention to detail, adaptability, and the ability to work independently under tight deadlines in a fast-paced environment.