Sailun Tire Mexico – Customer Service Representative

Position Reporting To –National Sales Manager

Summary/Objective
Reporting to the National Sales Manager, the Customer Service Representative is responsible for daily order processing, customer communication, issue tracking, and internal compliance activities. This role ensures accurate order entry, timely follow-up with customers, proper documentation, and adherence to Sailun policies and procedures while supporting overall service excellence.

Essential Functions
Order & Customer Support
Capture, enter, and confirm customer orders in internal systems.
Provide order status updates and delivery information to customers.
Investigate and resolve order discrepancies or service issues, escalating complex matters when necessary.
Maintain accurate customer records and documentation related to orders.
Support customers with NOM procedures, generate NOM certificates, and follow up on the quality control process required by Mexican regulations.
Respond to customer inquiries via phone, email, and internal communication platforms.





Issue Tracking & Process Compliance
Log, track, and follow up on customer requests, inquiries, or claims.
Ensure documentation is complete and aligned with internal control standards.
Apply Sailun policies, procedures, and internal controls consistently.
Identify and support continuous improvement initiatives within the customer service function.

General Administration
Provide general administrative support related to customer accounts, order documentation, and service activities.
Support scheduling of appointments, customer visits, and internal meetings when required.
Coordinate internally and externally with cross functional teams as required.
Other duties assigned.

Travel
Up to 10% Travel

Skills and Qualifications
Teamwork, Interpersonal Skills, Following Direction, Flexibility/Adaptability, Stress Tolerance, Listening, Tactfulness, Positive Attitude, Approachable, Patience. Ability to comm

📌 Customer Service Representative (Guanajuato)
🏢 Sailun Tire Mexico
📍 Guanajuato