Customer Service / Inside Sales Representative USA
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, continuous 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.
RESPONSIBILITIES
Customer Service and SLA management: Serve as the primary point of contact for assigned accounts via phone (1800 line) or email.
End-to-End order management: Process, track and audit the complete lifecycle of customer orders within systems, ensuring data integrity from initial entry to payment collection.
Pricing and Master Data Administration: Update and maintain approved pricing, discount structures,



and promotional rates within the commercial system.
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.
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.
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 op

📌 Customer Service (Monterrey)
🏢 GRUPO PROMAX
📍 Monterrey