OverviewUPM Raflatac is seeking a Customer Service II located in Sentura, Tlalnepantla.
The role involves managing a dynamic customer base within a general supply chain, ensuring high‐quality customer service and meeting key performance indicators.What You Will DoAct 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 AreYou 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 OfferA 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 InformationLocation: Sentura, Tlalnepantla.Reports to: Yosdy Salazar, Manager, Customer Service LATAM.Contact: ****** To ApplySubmit your CV and cover letter by August 14, **** through our online application system.
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📌 Customer Service Representative (Tlalnepantla de Baz)
🏢 Upm
📍 Tlalnepantla de Baz