The Role

We are looking for our next Sr. Customer Care Agent within our LATAM Customer Care team. The Sr. Customer Care Agent serves as a key point of contact for customers across Latin America, ensuring efficient order management and responsive service. The position combines SAP expertise, regional market knowledge, and strong stakeholder collaboration to support operational excellence and customer success.

This position is located in Queretaro, Mx.

Profile Overview

The adecuado Sr.Customer Care Agent is a professional with solid experience in customer support, capable of delivering high‑quality service while maintaining strong relationships with customers and internal clients. This role requires a proactive, detail‑oriented individual who is comfortable working in a dynamic and fast‑paced environment.

A strong knowledge of SAP is essential, particularly in modules related to order management, billing, invoicing, and customer data. The Sr.Customer Care Agentshould be able to navigate the system efficiently to process orders, resolve issues, track deliveries, and support internal teams with accurate and timely information.

In addition, proven experience in the Sr.Customer Care Agent function is highly valued. This includes handling customer inquiries, managing complaints, coordinating with sales, logistics, and finance teams, and ensuring customer satisfaction throughout the entire order‑to‑cash cycle.

Experience and understanding of the Mexican market are critical. The ideal candidate should be familiar with local business practices, customer expectations, and cultural aspects, as well as regulatory and commercial considerations specific to Mexico. Fluency in Spanish and strong communication skills are important to build trust and ensure effective interaction with customers and internal stakeholders.

In addition to supporting Mexico,



the must be capable of acting as a backup for other Spanish‑speaking Latin American countries, ensuring continuity of operations, service level adherence, and workload coverage as needed across the region.

Overall, a successful Sr.Customer Care Agent combines technical knowledge, regional market expertise, and strong interpersonal skills to consistently deliver reliable, efficient, and customer focused service.

What You’ll Do

Order Management in SAP

Create, manage, and monitor sales orders in SAP, ensuring accurate data entry, pricing conditions, billing, invoicing, and follow‑up through the entire order‑to‑cash process.

Customer Support and Relationship Management

Act as the primary point of contact for customers, handling inquiries, requests, and complaints in a timely and professional manner, with a strong focus on customer satisfaction.

Cross Functional Coordination

Collaborate with internal teams such as Sales, Logistics, Supply Chain, and Finance to ensure alignment on order fulfillment, inventory availability, delivery timelines, and billing processes.

Issue Resolution and Incident Management

Identify, analyze, and resolve issues related to orders, deliveries, invoicing, and payments, implementing effective solutions to minimize customer and business impact.

Support for Southern Cone Spanish‑Speaking Countries

Provide dedicated Customer Care support for the Southern Cone region, including Argentina, Colombia, Chile,



Paraguay, and Uruguay. Ensure compliance with local business practices, regulatory requirements, documentation standards, and effective communication in Spanish. Partner closely with customers, internal stakeholders, and cross‑functional teams to deliver a high level of service, maintain workload balance, and meet service level agreements (SLAs). The role also requires effective communication in English due to frequent interaction with manufacturing plants and global stakeholders.

What You’ll Need

Education

- Higher education in: Business Administration, Logistics, Languages or related areas.
- Courses/Specializations: MBAs
- Mandatory Training: Introduction to international trade (Customs)

Experience

- Minimum of 2 years’ experience in pharma, food or chemical industries preferences

Please list any additional specific experience required or preferred:

- Fluent Spanish language
- Fluent English language.
- Good Knowledge in SAP comercial or sales module is required.
- Basic knowledge of international trade.

Position Type/Expected Hours of Work

- This is a full‑time position.

AAP/EEO Statement

Roquette is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. “AAP, EEO, Drug-Free Workplace”

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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📌 Sr.Customer Care Agent (Santiago de Querétaro)
🏢 Roquette Laisa España
📍 Santiago de Querétaro