Overview

UPM Raflatac is seeking a Customer Service II located in Sentura, Tlalnepantla. The role involves managing a dynamic customer base within a integral supply chain, ensuring high‑quality customer service and meeting key performance indicators.

What You Will Do

- Act as the primary contact for assigned customers, Territory Sales Managers, and internal teams.
- Manage customer orders, including executing changes, handling rush orders, and overseeing the return process (RMA).
- Prepare and send order confirmations and invoices as needed.
- Communicate operational updates, delays, and announcements to customers in a timely and professional manner.
- Support credit hold and release processes, request PALs, and ensure correct service fees are applied.
- Ensure all customer inquiries are routed to the appropriate experts and resolved promptly.
- Maintain high standards of customer service by meeting segment‑specific KPIs for response time and case resolution.
- Contribute to customer satisfaction by achieving required survey results and continuously improving service quality.

Who You Are

- You have 3+ years of customer service or office experience, with a proven ability to manage detail‑oriented tasks.
- You are fluent in Spanish, Portuguese (Brazil accounts), and local languages; other languages are an advantage for handling LATAM accounts.
- You are fluent in English and local languages; other languages are an advantage.




- You are organized and tech‑savvy, skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook); experience with Salesforce or databases is a plus.
- You demonstrate strong customer focus, understanding customer needs and delivering tailored, high‑quality service.
- You take initiative and act with urgency, approaching challenges with energy, enthusiasm, and a proactive mindset.
- You communicate clearly and effectively across different formats and audiences, both internally and externally.
- You collaborate across teams, building partnerships and working cooperatively to achieve shared goals.
- You adapt to changing situations, adjusting behavior and approach in real time to meet shifting demands.

What We Offer

- A meaningful job with an inspiring purpose: renew the everyday and make an impact.
- A caring community that supports work‑life balance and well‑being.
- Development opportunities through an international, multi‑business organization.
- Responsible employer practices focused on climate change, biodiversity, and inclusivity.

Additional Information

Location: Sentura, Tlalnepantla.

Reports to: Yosdy Salazar, Manager, Customer Service LATAM.

Contact: .

How To Apply

Submit your CV and cover letter by August 14, 2026 through our online application system. For support, contact or tel. .

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