Customer Account Representative

Job Description

The Customer Account Representative is responsible for comprehensively managing the operational relationship with assigned customers, serving as the primary liaison between them and internal departments within the organization. The role includes coordinating the full sales order cycle, ensuring clear and timely communication, resolving order-related issues, and ensuring that service commitments are met in a timely and appropriate manner. In addition, they collaborate with sales, distribution, and service teams, as well as strategic partners, to enhance the customer experience, drive satisfaction, and contribute to the achievement of the company's business objectives.

Responsibilities

• Receive, enter, and track all orders from assigned customers, ensuring their fulfillment in accordance with applicable contractual terms.
• Monitor the entire order cycle, from receipt to final delivery, providing clear and timely updates to customers on the status of their orders.
• Proactively communicate any changes to orders to customers, partners, distributors, agents, and the assigned sales team.
• Collaborate daily with distributors, agents, program teams, and sales teams to ensure comprehensive and timely support in order management.
• Manage order approvals and modifications through the appropriate platforms (e.g., iChange).
• Manage requests and requirements from internal and external customers via the ServiceNow portal.
• Monitor high-risk orders and those related to PCA, ensuring their proper delivery or, failing that, promptly communicating delays and action plans.
• Provide support in the management and tracking of support contracts and return merchandise authorization (RMA) requests.
• Provide support to other client account representatives as needed, promoting teamwork and collaboration.
• Maintain strong and positive relationships with customers, strategic partners, and internal teams, ensuring a satisfactory service experience.
• Comply with the guidelines of the Integrated Management System (IMS), including ISO 9001, 14001, 18001, 27001, and 22301 standards.

Accountabilities

• Keep documentation related to orders, contracts, RMAs, and account management activities up to date and organized.
• Prepare and present periodic reports on order status, customer service indicators, and compliance metrics.
• Collaborate with internal departments (finance, logistics, production, quality, IT) to resolve issues or discrepancies that impact customer orders.
• Ensure the accurate entry, updating, and storage of data in corporate systems (ERP, ServiceNow, iChange).
• Participate in internal and external audits, providing the required information in a timely manner.
• Contribute to compliance with internal control policies and the standards of the Integrated Management System (ISO 9001, 14001, 18001, 27001, and 22301).
• Support the training and feedback of new members of the Order Management team.
• Propose improvements to processes and workflows to optimize response times and service quality.
• Represent the department in interdepartmental meetings, communicating needs, progress, and commitments related to customer service.

Technical Knowledge

• Order management and customer administration processes.
• Use of ERP systems (SAP or similar) and ticket management platforms (e.g., ServiceNow).
• Familiarity with logistics workflows, billing, returns (RMA), and support contracts.
• Knowledge of quality standards and procedures (ISO 9K, 14K, 18K, 27K, 22301).

Skills

• Clear communication, both oral and written, in Spanish and English (minimum 70% English).
• Customer service orientation and ability to resolve issues in a timely manner.
• Organization and time management to handle multiple orders simultaneously.
• Analytical thinking to identify risks in orders and propose quick solutions.
• Advanced proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).

Education and Experience

• Bachelor's degree in Business Administration, International Business, International Trade, or a related field (preferred).
• Minimum of 2 to 4 years of experience in customer service, order management, or customer service-related areas in industrial or manufacturing environments.
• Previous experience using ERP systems (preferably SAP) and order management platforms.
• Experience working in coordination with cross-functional teams (sales, logistics, finance, quality).
• Experience in multinational companies or in manufacturing/export industries is desirable.
• Intermediate-advanced level of English (spoken and written) for communication with international clients and teams.

If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you. Click apply now.