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Customer Service Agent – Mexico

Ciudad de México, México
Customer Service


  • Customer representative in the organization: intermediary service between customers, the commercial department and the Supply Chain related departments at headquarters.
  • Provide a high level of service by answering customer queries via e-mail and telephone.
  • Creation of commercial offers in the system according to customer requirements.
  • Receipt, management and registration of sales orders in SAP: creation, confirmation, tracking and stock updates within the order until shipment.
  • Stock control: analysis and control of incoming stock in the warehouse giving the correct date and allocation in contracts.
  • Management and follow-up of sample orders according to their typology.
  • Support and resolution of customer complaints, incidents and returns.
  • Consolidation of loads according to orders in progress.
  • Creation and follow-up of customer contracts in the system. Periodic review.
  • Maintain and update customer database in SAP.
  • Ensure proactive communication with the customer: deadlines, delays, stock availability, etc.
  • Handling and sending of specific product and order related documentation: letters of credit, certificates of origin, invoices, etc. And technical documentation (TDS, SDS, COA, Halal, Kosher…).
  • Comprehensive invoicing management of assigned customers, including reissuing and follow-up of invoice payments.
  • Support to commercial management: sending and follow-up of quotations.
  • Comply with the company’s occupational health and safety regulations.
  • Comply with the policies and procedures both general and specific to the position, as well as ensure the completion of all tasks within the scope to facilitate the achievement of the company’s objectives.




  • Superior degree in business, international trade or similar.


  • Knowledge of nomenclature of the aromas / fragrances sector, chemical or similar (not limiting).
  • Advanced knowledge of the Office package.
  • Knowledge of SAP or other ERP.
  • Knowledge of International Trade (INCOTERMS).
  • Knowledge of international transport/export management.


  • Spanish: Very advanced
  • English: Intermediate
  • Another foreign language at an advanced level is highly valued.


  • Customer oriented.
  • Responsibility and commitment.
  • Autonomy.
  • Flexibility and ability to work in a changing environment with complex business scenarios.
  • Focus on detail.
  • Communication skills.
  • Team work.
  • Problem solving with critical thinking.


  • From 2 years of experience in a similar position.

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