Would you like to join a global, growing company that innovates for a more sustainable tomorrow?
UPM could be the team for you.
We are frontrunners in developing renewable alternatives to fossil‐based materials.
We strive to create a positive UPM experience for all our employees around the world.
We live by our values – trust and be trusted, achieve together, renew with courage.
Together we can renew the everyday, for a future beyond fossils!
UPM Raflatac is looking for a Customer Service II, located in Sentura, Tlalnepantla.
Greetings from your future manager.
Our team plays a key role in our customers' experience, and I am convinced that, with your talent and commitment, we will achieve great things together.
In this position, you will have the challenge of managing a dynamic customer base within a integral supply chain, with opportunities to develop and grow in professional and personal ways.
We value collaboration, empathy, and continuous improvement.
Together we will build a positive work environment focused on customer solutions and professional growth.What you will doAct as the primary contact for assigned customers, Territory Sales Managers, and internal teamsManage customer orders, including executing changes, handling rush orders, and overseeing the return process (RMA)Prepare and send order confirmations and invoices as neededCommunicate operational updates, delays, and announcements to customers in a timely and professional mannerSupport credit hold and release processes, request PALs,



and ensure correct service fees are appliedEnsure all customer inquiries are routed to the appropriate experts and resolved promptlyMaintain high standards of customer service by meeting segment‐specific KPIs for response time and case resolutionContribute to customer satisfaction by achieving required survey results and continuously improving service qualityWho you areYou have 3+ years of customer service or office experience – with proven ability to manage detail‐oriented tasksYou have spoken and written Spanish, Portuguese (Brazil accounts), and local languages are essential; other languages are an advantage – handling LATAM AccountsYou have spoken and written English and local languages are essential; other languages are an advantageYou are organized and tech‐savvy – skilled in Microsoft Office (Word, Excel, PowerPoint, Outlook); experience with Salesforce or databases is a plusYou demonstrate strong customer focus – understands customer needs and delivers tailored, high‐quality serviceYou take initiative and act with urgency – approaches challenges with energy, enthusiasm, and a proactive mindsetYou can communicate clearly and effectively – across different formats and audiences,



both internally and externallyYou have ability to collaborate across teams – builds partnerships and works cooperatively to achieve shared goalsYou adapt to changing situations – adjusts behavior and approach in real time to meet shifting demandsWhat we offer to youA meaningful job – We have an inspiring purpose 'UPM – we renew the everyday.
Our work is impactful and transformative.A caring community – Our community is built on great team spirit and shared commitment.
We care about each other and the well‐being of our colleagues.
We support the work‐life balance of all our employees.Development opportunities – We offer you great opportunities to learn and grow throughout your career.
We are an international, multi‐business organization offering plenty of avenues for personal growth.Responsible employer – Sustainability is at the core of everything we do.
We are committed to ambitious, science‐based sustainability targets in all areas from climate change to biodiversity.
We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.Additional informationLocation: Sentura, Tlalnepantla.
Reporting to Yosdy Salazar, Manager, Customer Service LATAM.Contact: ****** to applyTo apply, please submit your CV and cover letter by August14,**** through our online application system.
We begin reviewing applications as they are received, and you may be contacted before the application deadline.
For support, please contact our HR Service Center at ****** or tel.
************.Job informationThis job description is intended to be a guide and is not a contractual document.
All contents are subject to change at the discretion of the company.
Other duties may be assigned as required.
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📌 Customer Service Representative (Tlalnepantla de Baz)
🏢 3523 UPM Raflatac Mexico
📍 Tlalnepantla de Baz