Roquette is a family-owned integral leader in plant-based ingredients and a leading provider of pharmaceutical excipients. We collaborate with our customers and partners to imagine and offer ingredients that help feed people and treat patients, enabling healthier lifestyles.

The Role

Customer Care Agent executing end‑to‑end customer care and freight coordination activities for assigned customers across Mexico and LATAM. The role ensures accurate order processing, compliant documentation, and reliable delivery execution. It contributes to customer satisfaction and cash flow by proactively managing risks and coordinating effectively across stakeholders.

Full‑time position based in Queretaro, MX. Expected compensation 28,000 MXN/month.

What you will 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.

Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.

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📌 Customer Care Agent (Santiago de Querétaro)
🏢 Roquette
📍 Santiago de Querétaro