Sr. Customer Service Representative - Order Management

Nouryon; Ciudad de México; Presencial; MXN 520.000 - 780.000; Jornada completa

Descripción de la vacante

Nouryon is seeking a Sr. Customer Service Representative - Order Management for our Mexico City office.

The role handles end-to-end order-to-cash for B2B customers, coordinating with Sales, Planning, Production, Logistics, and Finance to ensure accurate processing and timely delivery. We require professional English, SAP experience (ECC/S4HANA) and strong Excel skills, with a focus on customer service within a manufacturing or chemical distribution setting.

Formación

• : Requirements include professional English, SAP/order management/Supply Chain experience, B2B context, cross-functional collaboration, and SAP expertise.
• Experience with SAP ECC/SAP S/4HANA and SD/MM modules valued.
• Background in manufacturing or related industries preferred.
• Bachelor's degree or equivalent professional experience preferred.

Responsabilidades

• Manage end-to-end order-to-cash for assigned customers.
• Enter and monitor purchase orders in SAP; confirm availability and provide updates.
• Coordinate with Sales, Planning, Production, Logistics, and Finance to fulfill orders.
• Prepare invoices and customer documentation; handle returns and credits.
• Investigate inquiries and resolve issues promptly.
• Maintain accurate customer/order data following procedures and standards.
• Support billing activities including discounts; assist month-end validation.
• Monitor KPIs like order confirmation times and first-time-right performance.
• Build relationships with customers and internal stakeholders.
• Contribute to process improvements and onboarding of new team members.

Conocimientos

SAP ECC/S/4HANA

Order management

B2B customer service

Salesforce CRM

Excel

English proficiency

Communication

Cross-functional collaboration

Educación

Bachelor's degree

Herramientas

SAP ECC

SAP S/4HANA

Descripción del empleo

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 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-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.

About Nouryon:

If you're looking for your next career move, apply today and join Nouryon in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the desire to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions. From day one, we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment. Visit our website and follow us on LinkedIn.