Overview:

Celanese is seeking and Associate Specialist, Customer Service to join our team in Mexico. This will be responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction.

Responsibilities:

- Be the main contact for the customer with regular interactions both on the phone and via email.
- Enter and manage purchase orders and delivery schedules in SAP system (EDI, e-mail, Order Bot).
- Manage price accuracy; Process billing or quality related order adjustments (e.g. returns, credit/debit notes).
- Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio.
- Communicate to customers via Salesforce (CMS) to log, track and maintain daily communications of cases.
- Daily monitoring and management of orders in Order Cockpit Dashboard to ensure that orders are progressing as expected.
- Prioritize and manage urgent escalations and provide timely and effective solutions to customers.
- Create/maintain customer master data information & customer shipping instructions.




- Manage customer complaints and ensure timely resolution and response.
- Provide required documents, certificates, declarations.
- Collaborate and communicate daily with other internal stakeholders i.e. sales team, logistics transportation & warehouse team, order coordinator, credit/collections, billing, quality, regional business management, approvers, etc.
- Proactive communication with customers to build and maintain trustfully relationships, acknowledge customer about order status and ongoing cases.
- Actively gain knowledge of company products and services.
- Ownership of attending trainings, meetings and applying knowledge learned.

Qualifications:
- Bachelor degree or equivalent experience.
- Fluent English & Spanish – B1 TOEFL or better preferred.
- Customer Service / Order Management.
- MS-Office skills proficient.
- SAP/Salesforce knowledge is an advantage.

📌 Associate Specialist, Customer Service (México)
🏢 Celanese International
📍 México