PROCUREMENT - Senior Customer Care Agent

The Role:

We are looking for our next Sr. Customer Care Representative within our LATAM CUSTOMER CARE team.
The CCR is a proactive, detail‑oriented professional with strong experience in SAP order management and customer support. This role manages the full order‑to‑cash process, resolves customer and operational issues, and partners closely with Sales, Logistics, Supply Chain, and Finance. Success requires fluency in English & Spanish, strong communication skills, and knowledge of the Mexican market.
 

This position is located in Queretaro or Mexico City, MX

Compensation:The current salary range for this role is estimated to be MXN $33.000 by month.

What You’ll Do:

1. Order Management in SAP

• Create, manage, and monitor sales orders.
• Ensure accurate pricing, billing, invoicing, documentation, and timely order progression across the entire OTC cycle.

2. Customer Support & Relationship Management

• Serve as the primary point of contact for customer inquiries, requests, and complaints.
• Ensure fast, professional communication that builds trust and customer satisfaction.

3. Cross‑Functional Coordination

• Collaborate with Sales, Logistics, Supply Chain, and Finance to align on inventory, delivery timelines, documentation, and billing requirements.

4. Issue Resolution & Incident Management

• Identify, analyze, and resolve issues related to deliveries, orders, invoicing, and payments.
• Escalate critical issues and implement solutions to minimize customer and business impact.

5. Market Support – Mexico & LATAM

• Provide dedicated support for the Mexican market, ensuring alignment with local regulations, practices, and commercial expectations.
• Act as backup CCR for Spanish‑speaking LATAM countries to maintain SLAs and workload balance.

What You’ll Need:

Education: 

• Higher education in: Business Administration, Logistics, Languages or related areas.Courses/Specializations: MBAsMandatory Training: Introduction to international trade (Customs)

Experience:

• Minimum of 2 years’ experience in pharma, food or chemical industries preferences
•   Proven experience in a Customer Care/Customer Service role.

 Skills:

• Fluent Spanish language
• Fluent English language.
• Good Knowledge in SAP sales module is required.
• Basic knowledge of international trade.

Position Type/Expected Hours of Work

• This is a full-time position. 

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.