WE ARE LOOKING FOR A CUSTOMER SERVICE REPRESENTATIVE FOR PANEL REY COMPANY.

To manage the comprehensive end-to-end order fulfillment cycle and safeguard account stability, serving as the commercial and operational backbone between the Customer, Sales , and Supply Chain. This role is responsible for ensuring maximum data accuracy in order execution, continous backlog monitoring, and the seamless flow of business information across departments.

The goal is to optimize customer retention, satisfaction and target account volume through systematic cross-functional coordination, service level agreement compliance, and efficient operational resolution.

WHAT WE ARE LOOKING?
LRI, LNI LAE, International Business
3-5 years of experience in Customer Excellence, Account coordination, or supply chain roles, preferably within the manufacturing industry
Experience working with ERP systems, combined with workflows for manual order digitization and validation from multiformat PDFs.
Advanced Microsoft Excel skills (ability to manage large datasets, create pivot tables, and use formulas to analyze account performance)
Ability to analyze operational breakdowns, execute standard containment actions, and implement alternative paths to resolve complex challenges.
Ability to effectively collaborate, communicate and align deliverables across departments to achieve a common operational goal.
Exceptional accuracy in master data entry, order reconciliation, and critical documentation management.
Ability to remain solution-oriented, adapt to rapid demand fluctuations, and execute contingency protocols in fast-paced environment.

KEY RESPONSABILITIES

Customer Service and SLA management: Serve as the primary point of contact for assigned accounts via phone (1800 line) or email. Ensure all customer
inquiries, order status updates,



and service requests are resolved within established Service Level Agreements regarding time and form.
End-to-End order management: Process, track and audit the complete lifecylce of customer orders within systems, ensuring data integrity from
initial entry to payment collection. Manage adjustments, cancellations, and credit / debit notes accurately while following internal control policies.
Pricing and Master Data Administration: Update and maintain approved pricing, discount structures, and promotional rates within the commercial system.
Maintain, clean and structure operational databases to eliminate processing errors, guarantee billing accuracy, and prevent invoicing discrepancies
Demand and Sales Alignment: Analyze customer buying behavior and historical order patterns to identify demand shifts or supply risks. Collaborating closely with
the sales team to prevent fulfillment issues.
Cross-functional Collaboration: Act as the operational bridge between the customer and internal areas to resolve bottlenecks.
Support internal material distribution and cross-functional efforts to maximize On-Time, In-Full delivery metrics.
Reporting and metrics: Develop, analyze and distribute daily, weekly and monthly operational reports. Turning raw data into clear insights regarding order backlogs, risks,
and process improvements.
Team coverage and continuity: Provide back up coverage for team members vacations, leaves or peak volume periods to maintain consistent service levels across
the department.
Billing disputes and Claims resolution: Investigate and resolve customer payment disputes, short pays, and returns working directly with stakeholders to clear open
balances.
Continuous Improvement: Identify repetitive operational bottlenecks, tracking errors, or delays in the order cycle. Perform root-cause anaysis on operational delays and
propose data-driven solutions or workflows to improve team efficency.

WE OFFER
SALARY AND BENEFITS ABOVE THE LAW
STABILITY
GREAT PLACE TO WORK

📌 CUSTOMER SERVICE REPRESENTATIVE USA (Monterrey)
🏢 SERVICIOS CORPORATIVO MAXIMO
📍 Monterrey