OPERATIONS - Customer Care Representative

We are seeking a Customer Care Representative (samples) to support our Customer Care team. The Customer Care (Samples) position plays a strategic role in supporting the North American market by managing the end‑to‑end process of product sample shipments.

This is a full-time, onsite position based in Querétaro, Mexico.

The current salary for this role is estimated to be around MXN $22.000- $28.000 per month. The specific compensation offered to a candidate will be influenced by a variety of factors including but not limited to skills, qualifications, experience, and location.

What You’ll Do

Sample Management

• Coordinate sample requests from North America sales, marketing, and technical teams.
• Enter and process sample orders in the ERP system (SAP or equivalent).
• Verify sample availability and coordinate with lab, warehouse/logistics teams to fulfill shipments.
• Ensure packaging, labeling, and export documentation meet North American requirements.
• Monitor delivery status and provide updates to internal teams and customers in English.
• Maintain accurate records of requests, shipments, tracking, and confirmations.

Customer & Internal Support

• Provide basic support in English regarding sample status, availability, and delivery timelines.
• Communicate proactively with internal teams about priorities, delays, or issues.
• Support senior CSR staff with administrative and customer service tasks.

System & Documentation

• Enter sample orders and maintain records in SAP or similar systems.
• Ensure documentation is correctly completed for international shipments.
• Update tracking tools, spreadsheets, or internal databases.

Compliance & Process

• Follow internal procedures related to product handling, shipping, and customer service.
• Ensure compliance with shipping standards for the North American region.
• Report issues that may affect shipment timelines or customer satisfaction.

What You’ll Bring

Education

• Higher education in: Business Administration, Logistics, Languages or related areas.

Experience & Skills

• Minimum of 1 years’ experience in pharma, food or chemical industries preferences

• Fluent English language

• Knowledge in SAP sales module is required.

• Basic knowledge of international trade.

Work Environment:

Position Type/Expected Hours of Work:

• This is a full-time position. Days and hours of work are flexible and determined by facility demands.

AAP/EEO Statement  

Roquette is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. “AAP, EEO, Drug-Free Workplace”

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.