Sr Customer Service Representative

Nouryon; Xico; On-site; MXN 480,000 - 720,000; Full time

Job summary

Nouryon is recruiting for a Sr. Customer Service Representative – Order Management in Mexico City. You will manage the end-to-end order-to-cash process for B2B customers, coordinating with Sales, Planning, Production, Logistics, and Finance to ensure accurate processing and on-time delivery.

Required is professional English, SAP experience (ECC/S4HANA), and a customer-focused mindset. This is a fully onsite role with regular business hours Monday to Friday.

Qualifications

• Professional English proficiency for written and spoken communication.
• Experience in B2B customer service, order management, or related ops.
• Strong understanding of end-to-end order-to-cash processes.
• Hands-on SAP ECC or SAP S/4HANA experience (SD/MM valued).

Responsibilities

• Manage the end-to-end order-to-cash process for assigned customers
• Enter, process, and monitor customer orders in SAP with updates
• Coordinate with Sales, Planning, Production, Logistics, and Finance to fulfill orders
• Prepare invoices, credit/debit notes, and manage returns/claims
• Investigate inquiries and ensure timely resolutions
• Maintain accurate customer and order data; support onboarding
• Assist with billing activities and month-end validation

Skills

Professional English

B2B customer service

Order management

Order-to-cash

SAP ECC/S4HANA

Salesforce

Excel

Analytical skills

Communication skills

Production planning

Education

Bachelor's degree

Tools

SAP ECC/S4HANA

Salesforce

Excel

Job description

At Nouryon, we create innovative and sustainable solutions for our customers to answer society’s needs – today and in the future.

We are looking for team members who bring ideas forward, champion others and work together to do better. Does that sound like you?

About the Job:

Nouryon has an exciting opportunity for a Sr. Customer Service Representative – Order Management supporting our Home and Personal Care (HPC) business in Mexico City.

In this role, you'll manage the end-to-end order-to-cash process for B2B customers, working closely with Sales, Planning, Production, Logistics, and Finance to ensure orders are processed accurately and delivered on time.

We're looking for a customer-focused professional with solid SAP, order management, and supply chain customer service experience who enjoys solving problems, collaborating across teams, and building strong customer relationships.

A few important details:

• Location: Fully onsite, five days a week, at Nouryon's corporate office on Insurgentes, in front of Galerías Insurgentes, Mexico City.

• Schedule: Regular business hours, Monday to Friday.

• Language: Professional English is required, both written and spoken.

In Your Future Role as Sr. Customer Service Representative - Order Management, You Will:

• Manage the end-to-end order-to-cash process for assigned customers, from purchase order entry through invoicing and issue resolution.

• Enter, process, and monitor customer purchase orders in SAP, confirming product availability and providing timely order updates.

• Work closely with Sales, Planning, Production, Logistics, and Finance to coordinate order fulfillment and resolve delivery issues.

• Prepare and distribute invoices and customer documentation, process credit and debit notes, and manage returns, damaged material claims, and related transactions.

• Investigate customer inquiries and complaints, coordinate follow-up activities, and ensure timely resolution.

• Maintain accurate customer and order information while following company procedures and service standards.

• Support customer billing activities, including discount-related processes and month-end order and invoice validation.

• Monitor key performance indicators (KPIs), including order confirmation times, order quality, and first-time-right performance.

• Build strong relationships with customers and internal stakeholders, providing proactive communication and reliable service.

• Contribute to process improvements, system testing, and knowledge sharing, including supporting the onboarding of new team members when needed.

We Believe You Bring:

• Professional English proficiency, with the ability to communicate effectively with customers and internal stakeholders in writing and conversation.

• Experience in B2B customer service, order management, or customer service operations within a manufacturing, supply chain, distribution, or similar business environment.

• Strong understanding of end-to-end order-to-cash processes, including purchase orders, invoicing, credits, returns, and order-related issue resolution.

• Hands-on experience with SAP ECC and/or SAP S/4HANA. Knowledge of SAP Sales and Distribution (SD) and Materials Management (MM) is highly valued.

• Experience managing customer orders across the supply chain, including coordination with planning, production, and logistics teams.

• Experience with CRM systems; Salesforce is a plus.

• Strong Microsoft Office skills, particularly Excel.

• Good analytical, organizational, and problem-solving skills, with the ability to manage priorities and resolve issues independently.

• Strong communication and collaboration skills, with a customer-focused mindset.

• An understanding of production planning, lead times, capacity constraints, and how these affect order fulfillment.

• A bachelor's degree is preferred, or equivalent relevant professional experience.

• Experience in the chemical industry is a plus. However, candidates with relevant experience in manufacturing, plastics, oil and gas, pharmaceuticals, liquid products, chemical distribution, or similar industries are encouraged to apply.

• Please note: We're looking for candidates with hands-on SAP experience and proven end-to-end order-to-cash experience in a B2B supply chain environment. Profiles focused primarily on call center operations or general customer inquiries, without order management and supply chain experience, are not the target for this role.

Good to know: