**Date**:Apr 11, ******Location**: Mexico City, Mexico**Company**:ACG- Group Company- ACG CAPSULES- Primary Responsibilities- Strategic and planningFunctionalCore- Receive and process orders through the SAP system, ensuring accuracy and validation.Prioritize and process orders following First-In-First-Out (FIFO) procedure.
- Manage order fulfillment timelines and keep customers informed of delivery schedules.
- Arrange samples for new customers and maintain inventory according to established stock levels.
- Follow up with back office to ensure to get shades and artwork development and forward to respective customer and get approval and maintain customer wise record.
- Respond to incoming customer calls, inquiries, and complaints.
- Follow up with customers for outstanding balances and address any concerns.
- Proactively manage smaller accounts to foster long-term relationships.
- Maintain accurate customer records and track complaint resolution processes.
- Coordinate with logistics teams to update delivery schedules upon arrival in the US.
- Prepare and provide shipment documents (invoices, packing lists, Certificates of Analysis) to customers.
- Manage and provide container documents for warehouse and broker communication.
- Arrange samples for new customers and maintain inventory according to established stock levels.
- Work with sales managers to complete New Product Development forms and facilitate shade & composition development.




- Support lead generation efforts by contacting existing customers for potential new orders.
- Prepare pricing documentation for repeat customer orders.
- Visit key customers along with TSMs to maintain customer relationship.Internal process- Ensure timely preparation and submission of reports as required by internal stakeholders.
- Conduct internal audits and ensure compliance to defined SOPs as per Q&RA; norms.
- Collaborate with the team to identify and implement process improvements.Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work.The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting manager and HR.- Key Result Areas- Customer Effort Score (CES)- Timely closure of customer queries & complaints- Strike rate conversion (through shade, artwork & samples) - plan vs actual- On time despatch for orders- Inside Sales Budget (Plan versus vigente)- Key Interfaces- Internal Interfaces- Sales (Regional, Zonal & TICs)- Supply Chain Management (CentralPlanning, Logistics, Procurement,Plant level SCM)- Quality & Regulatory Affairs (incl.Shade Development)- Metalcrafts (for artwork)- Product Management- Operations- Marketing- External Interfaces- Customers, Warehouse and Transporters- Competencies- Influencing- Knowledge of SAP- Communication- Good knowledge of Pharma Industry

📌 Customer Service Representative Mexico, Acg Capsules (Xico)
🏢 ACG Worldwide
📍 Xico