Customer Service Representative

Would you like to join a global, growing company that innovates for a more sustainable tomorrow? UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices, we strive to create a positive UPM experience for all our employees around the world. We live by our values – trust and be trusted, achieve together, renew with courage. Join us in creating a future beyond fossils!

UPM Raflatac Mexico is looking for a Customer Service Representative to join our team in Tultitlan, State of Mexico.

Greetings from your future manager:

Are you looking for a challenging yet rewarding role being a part of a multi-national team? Our goal at Raflatac is to provide our Customers high quality products and solutions with world class service. In this role, you will have an opportunity to help manage customers in the LATAM Region. If this sounds like a good fit, come join the team! – Ben Weaver, Sr. Customer Experience Manager.

What you will do:

Main point of contact between assigned customers, sales representatives and other functions within the Customer Experience team.

Responsible for:

Executing changes to customer orders.

Preparing invoices and order confirmations as needed

Communicating operational announcements, changes and delays

Assisting with credit holds and releases, requesting PALs and ensuring appropriate service fees are added.

Ensure all customer queries are assigned to the appropriate subject matter expert and responded to in a timely manner.

Manage the Return Material Authorisation (RMA) process and rush orders.

Key Performance Indicators

Meet all customer segment specific KPIs, e.g. preferred customers will have a different KPI than regular customers for initial response and case resolution.

Meet required customer satisfaction survey results.

Who you are:

Language skills - spoken and written Spanish, Portuguese (Brazilian accounts) and local languages are essential and other languages are an advantage.

Language skills - spoken and written English and local languages are essential and other languages are an advantage.

3+ years of customer service or office experience, data entry and administrative experience is required.

Curiosity to learn about the business, including the company's supply chain, sales and products.

Preferably experience working with an order entry program.

Experience working with international customers preferred

Effective in performing detail oriented tasks

Desire to work in a high demand environment.

Strong organizational skills, attention to detail and ability to prioritize and balance workload to meet deadlines.

Ability to manage multiple priorities and work in a team environment.

Knowledge of Microsoft Word, Excel, PowerPoint and Outlook.

Database and/or SFDC experience preferred but not required.

This is what we offer for you

A meaningful job – We have an inspiring purpose ‘We create a future beyond fossils. Our work is impactful and transformative.

A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.

Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.

Additional information:

Full-time, probationary contract (3 months), direct hire.

Application deadline is June 11th, 2024.

UPM Raflatac is a leader in sustainable labelling through our innovative labelstock materials and services. We offer high-quality paper and film labels for branding and promotions, information labels and labels with functionality. We operate a global network of factories, distribution terminals and sales offices.

At UPM we are committed to Non-Discrimination and Diversity & Inclusion.

In case of technical problems please contact our HR Service Center:

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