The Customer Service Representative serves as the primary point of contact between the company and its customers, providing timely and accurate information regarding purchase orders, shipments, order receipts, and requested samples. This position supports customer satisfaction and sales growth by ensuring effective order management, proactive follow-up, and close collaboration with Sales, Planning, Shipping, and other relevant departments. The role focuses on managing people, processes, and projects to ensure efficient sales process execution, including purchase order placement, order tracking, sample requests, shipment coordination, and returns management. It also supports the documentation and standardization of processes in coordination with the Customer Service Lead and the Finance Director.

Manage and safeguard confidential customer information, including pricing and customer references

Accurately enter and track sample and commercial product orders in SAP

Provide customers with order and sample status updates and communicate any deviations or delays

Coordinate delivery forecasts with customers, Planning, and Sales

Maintain direct communication with customers throughout the order placement and planning processes

Manage customer reference inventories in accordance with specific customer requirements and company guidelines

Maintain and update customer-specific product reference catalogs

Provide backup support to the Sales/Customer Service Manager during their absence

Follow up on product specifications, samples, delivery dates provided by Planning, customer complaints, and credit notes

Create material master records based on the detailed information provided in sample request forms submitted by Sales Managers

Review and monitor demand in SAP, coordinating forecast adjustments, safety stock management, and sales orders with Sales Managers





Coordinate orders for obsolete inventory with Sales Managers

Serve as the communication link among all parties involved in the export process, including the Foreign Trade team, customs brokers, freight forwarders, and other stakeholders

Submit design requests (Design Requests) as required

Create outbound delivery orders (OBDs) in SAP and notify the Shipping Supervisor and relevant stakeholders

Manage notifications related to quality and administrative claims

Coordinate the issuance and follow-up of credit notes, as required

Provide vacation coverage for other Customer Service Representatives, prioritizing urgent requests such as order entry, order follow-up, OBD creation, and customer inquiries to the extent possible

Profile
+1years of experience in the industry

Bachelor's degree in Business Administration, International Business, International Relations, Industrial Engineering, or a related field

Experience using SAP or similar ERP systems

Proficiency in the Windows operating environment and Microsoft Office applications

Intermediate to advanced Excel skills

Knowledge of the textile industry is desirable

Strong leadership and teamwork skills

Process-oriented mindset and strong organizational skills

Decision-making and negotiation skills

Ability to manage frustration and handle challenging situations effectively

Resilience and adaptability in a dynamic work environment

Our offer
You will have the opportunity to learn and build experience and further expand your skills in a highly dynamic team.

We offer you a job in an agile and international working environment where entrepreneurship and creativity are valued.

The BDwork@homepolicy will support you in creating a goodwork –life balance.

You will receive an attractive salary package according to your experience topped with fringe benefits.

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📌 Customer Service Representative (Nezahualcóyotl)
🏢 Bekaertdeslee Group
📍 Nezahualcóyotl