CUSTOMER CARE - Customer Care Agent

Execute end-to-end Customer Care and Freight coordination activities for assigned customers across Mexico and LATAM, ensuring accurate order processing, compliant documentation, and reliable delivery execution. Contribute to customer satisfaction and cash flow by proactively managing risks and coordinating effectively across stakeholders. 

This is a full-time position based in Queretaro, MX. The expected compensation will be 28,000 MXN/month.

What you’ll do: 

• Manage complex LATAM and Mexico customer portfolios including multi-entity flows 

• Validate, create, and manage contracts in SAP 

• Process and monitor customer orders end-to-end 

• Coordinate freight and ensure compliance (Including Carta Porte) 

• Manage shipping and customs documentation 

• Handle complaints, returns, billing adjustments, and credit support 

• Maintain proactive communication with customers and internal stakeholders 

• Support continuous improvement initiatives 

• Manage consignment and VMI execution 

Functional Competencies: 

• Customer Orientation 

• Communication Skills 

• Problem Solving & Decision Making 

• Collaboration & Teamwork 

• Attention to Detail 

• Adaptability & Flexibility 

• Planning & Prioritization 

• Accountability 

Technical Competencies: 

• Logistics & Incoterms Knowledge 

• Import/Export Compliance 

• Inventory & VMI Management 

• Shipping Documentation 

• Freight & Carrier Coordination 

• Data Analysis & Reporting 

• SAP ECC & TM 

What you’ll need: 

Education: Bachelor’s Degree in International Business, Logistics, Supply Chain, Industrial Engineering, Business Administration, or related field. 

Experience: Customer service, logistics coordination, or order management experience. Strong attention to detail and ability to manage multiple priorities. 

Tools: SAP, Salesforce, EDICOM, Esker, Qlik, Excel.