Senior Customer Experience Specialist-1574

San Luis Potosi, San Luis Potosi, Mexico

Position Type

Full-time

Working Arrangement

Hybrid

Job Summary

Job Description

- 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.

Area of Interest

Integrated Supply Chain and Operations

At PIP Global Safety, we are committed to fostering a diverse and inclusive workplace where all individuals are respected and valued. We do not tolerate discrimination or harassment of any kind, and we strive to ensure that employment decisions are based on qualifications, merit, and business needs. Employment practices and policies may be subject to variation based on applicable laws and regulations in different countries and jurisdictions.

This commitment applies to all aspects of employment, including hiring, recruiting, promotion, termination, compensation, benefits, training, and development opportunities. We believe that a diverse team strengthens our integral success and enriches our culture.

EEO is the Law

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📌 Senior Customer Experience Specialist-1574 (San Luis Potosí)
🏢 Protective Industrial Products
📍 San Luis Potosí