Would you like to join a integral, 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 global 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 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 proven abili

📌 Customer Service Representative (Tlalnepantla de Baz)
🏢 3523 UPM Raflatac Mexico
📍 Tlalnepantla de Baz