We are looking for a Customer & Experience professional to manage assigned customer accounts and ensure a high-quality customer experience. The role will act as a key point of contact between customers and internal teams, coordinating operational activities, resolving incidents, monitoring service levels and ensuring the timely delivery of products and services.
Location: Polanco, CDMX
Work model: Hybrid (4 days at office x 1 day at home)
Key responsibilities:
- Manage day-to-day relationships with assigned customers, including at least one Tier 1 account.
- Coordinate customer requests, incidents, orders, production, logistics, inventory and billing with internal teams.
- Monitor contracts, service levels and operational KPIs, preparing regular reports and customer reviews.
- Manage customer complaints and requests, ensuring timely resolution and effective communication.




- Identify opportunities to improve processes and enhance the customer experience.

Requirements:
- Bachelor's degree in Industrial Engineering, Business Administration or a related field.
- 3+ years of experience in Customer Service, Customer Experience, Account Management or a related role.
- Experience with Salesforce and advanced Excel.
- Experience with SAP and/or Microsoft Dynamics 365 (D365).
- Intermediate English, written and conversational.
- Power BI is a plus.
- Strong organizational, communication and problem-solving skills, with the ability to manage multiple customers and priorities in a fast-paced environment.

📌 Customer Experience Specialist (Ciudad de México)
🏢 Confidential Careers
📍 Ciudad de México