Overview
Celanese is seeking a Customer Service Associate to join our team in Mexico City. This person will be responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction.
Responsibilities
Be the main contact for the customer with regular interactions both on the phone and via email
Enter and manage purchase orders and delivery schedules in SAP system (EDI, e-mail, Order Bot)
Manage price accuracy; Process billing or quality related order adjustments (e.g. returns, credit/debit notes)
Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio
Communicate to customers via Salesforce (CMS) to log, track and maintain daily communications of cases
Daily monitoring and management of orders in Order Cockpit Dashboard to ensure that orders are progressing as expected
Prioritize and manage urgent escalations and provide timely and effective solutions to customers
Create/maintain customer master data information & customer shipping instructions




Manage customer complaints and ensure timely resolution and response
Provide required documents, certificates, declarations
Collaborate and communicate daily with other internal stakeholders i.e. sales team, logistics transportation & warehouse team, order coordinator, credit/collections, billing, quality, regional business management, approvers, etc.
Proactive communication with customers to build and maintain trustfully relationships, acknowledge customer about order status and ongoing cases
Actively gain knowledge of company products and services
Ownership of attending trainings, meetings and applying knowledge learned
Qualifications
Bachelor degree or equivalent experience
Fluent English & Spanish – B1 TOEFL or better preferred
Customer Service / Order Management
MS-Office skills proficient
SAP/Salesforce knowledge is an advantage

📌 Associate Specialist, Customer Service (Ciudad de México)
🏢 Celanese International
📍 Ciudad de México