## Customer Service Representative Applylocations:Tlalnepantlatime type:Full timeposted on:Posted Yesterdayjob requisition id:NB******* 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.
Besides enabling both businesses and consumers make more sustainable choices, 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!
Learn more about us as a workplace UPM Raflatac is looking for a **Customer Service II,** located in **Sentura, Tlalnepantla.
****Greetings from your future manager***Welcome to UPM and Customer Service team!
I am very excited to begin this journey with you.
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 growth in professional and personal ways.
Here we value collaboration, empathy, and continuous improvement.
Together we will build a positive work environment focused on customer solutions and professional growth* *.
-* Yosdy Salazar, Manager, Customer Service LATAM.
**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 ability to manage detail-oriented tasks* You have spoken and written Spanish, Portuguese (Brazil accounts), and local languages are essential and other languages an advantage - handling LATAM Accounts* You have spoken and written English and local languages are essential and other languages an advantage* You are organized and tech-savvy – skilled in Microsoft Office (Word, Excel, Power Point, Outlook); experience with Salesforce or databases is a plus* You demonstrates strong customer focus – understands customer needs and delivers tailored,



high-quality service* You takes initiative and acts with urgency – approaches challenges with energy, enthusiasm, and a proactive mindset* You can communicate clearly and effectively – across different formats and audiences, both internally and externally* You have ability to collaborate across teams – builds partnerships and works cooperatively to achieve shared goals* You adapts to changing situations – adjusts behavior and approach in real time to meet shifting demands**This is what we offer to you*** **A 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.
Learn about our Rewarding and our Ways of working.
**Additional information**This position is located in **Sentura, Tlalnepantla.
**The position holder will report to Yosdy Salazar.
For further information about the role, please contact Yosdy Salazar,

📌 Customer Service Representative (Tlalnepantla de Baz)
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📍 Tlalnepantla de Baz