- Manage and monitor customer orders from receipt through delivery, ensuring timely and accurate fulfillment.
- Serve as a key point of contact for customers, providing timely support and resolving inquiries, concerns, and service issues.
- Coordinate with internal teams such as Sales, Operations, Supply Chain, Logistics, and Finance to ensure customer requirements are met.
- Follow up on order status, backorders, changes, cancellations, and delivery commitments.
- Investigate and resolve customer complaints and discrepancies, identifying root causes and implementing appropriate solutions.
- Maintain accurate customer and order information in ERP and other internal systems.
- Monitor customer service KPIs and prepare reports related to orders, delivery performance, and customer satisfaction.
- Support process improvements and identify opportunities to enhance the overall customer experience.
- Provide guidance and support to Customer Experience team members and assist with complex or escalated cases.

Job Requirements





- Bachelor’s degree in Business Administration, International Business, Supply Chain, Logistics, or a related field.
- 3–5+ years of experience in Customer Service, Customer Experience, Order Management, or a related position, preferably in a manufacturing environment.
- Advanced English communication skills, both written and verbal.
- Experience working with ERP systems; SAP experience is preferred.
- Strong knowledge of order-to-cash/customer order management processes.
- Advanced Excel skills and experience working with reports and data analysis.
- Strong problem-solving, organization, and communication skills.
- Ability to manage multiple priorities and work effectively with cross-functional teams.
- Customer-oriented mindset and ability to handle escalated or complex situations.
- Experience mentoring or providing guidance to junior team members is preferred.

📌 Senior Customer Experience Specialist-1574 (San Luis Potosí)
🏢 PIP Global Safety
📍 San Luis Potosí