Job summary
**Entity**:
Finance
**Job Family Group**:
Business Support Group
In this role you will ensure maximum customer satisfaction by providing exceptional customer service support, while maintaining an acute understanding of the customer’s needs and expectations. The Customer Service Group receives, coordinates and processes all sales orders and provides proof of delivery and invoices to customers in accordance with Mexican Laws.
**Key Accountabilities**:
- Receives, coordinates and processes sales orders based on Customer’s requests and collect and manage proof of delivery documentation with accuracy and speed.
- Ensures account profile information is up to date.
- Entry of invoice dates and responsible for invoice reports and POD reconciliation.
- Processing of customer invoices in compliance with Mexico Electronic Invoice requirements.
- Works with Supply Chain to notify appropriate sales personnel and customers as necessary of short shipments, voided orders, and problems related to assigned account shipment.
- Processes credits related to customer orders and off-invoice promotional programs.
- Analyse volume and orders information to ensure adequate level of service.
- Provide up to date product information and respond to technical inquiries to meet customer requirements.
- Resolve a wide variety of complex issues including the process of resolving deductions, particularly those related to pricing and shipment discrepancies and initiating customer complaint documents for corrective actions.
- Continuous follow the accurate implementation of CODEX and its 6 elements: Customer Order, Order Confirmation, Delivery, Invoicing, Payments & Credit, Customer Support, in compliance with OMS 7.4.
**Summary Decision Rights**:
- Strong following in order to cash flow of its customers, ensuring adequate levels of customer satisfaction.




- Monitoring compliance with the agreed service levels with customers.
- Give solution through responsible persons to all customer complaints, and efficient handling of complaints management system.
- Ensuring the Order to Cash processes coordinating and Supply chain and finance department as one team.
**Education**:
- Graduate in Administrative / Business areas.
**Experience**:
- Minimum of years: 3 years of customer service related work.
- Working knowledge on: order to cash processes.
- SAP experience is desired.
- Deep knowledge in Consumer goods or manufacturing / distribution is desirable.
- Expert in interaction with costumers.
**Skills & Competencies**:
- Products & Service knowledge
- Customer Technical needs
- Customer Relationship Management.
**Why join us**
At bp, we support our people to learn and grow in a diverse and ambitious environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.
**Travel Requirement**
No travel is expected with this role
**Relocation Assistance**:
This role is not eligible for relocation
**Remote Type**:
This position is a hybrid of office/remote working
**Skills**:
Agility core practices, Analytical Thinking, Business process improvement, Commercial Acumen, Communication, Conflict Management, Creativity and Innovation, Customer centric thinking, Customer enquiries, Customer experience, Customer value proposition, Digital fluency, Resilience, Sustainability awareness and action, Understanding Emotions, Workload Prioritization
**Legal Disclaimer**:
If you are selected for a position and depending upon your role, your employment may be contingent upon adherence to local policy. This may include pre-placement drug screening, medical review of physical fitness for the role, and background checks.

📌 Customer Service Representative - Mexico (Ciudad de México)
🏢 BP
📍 Ciudad de México