Associate Specialist, Customer Service

Overview

Celanese is seeking an Associate Specialist, Customer Service to join our team in Mexico. This will be responsible for perfect order fulfillment within the order-to-cash process to ensure customer satisfaction.

Responsibilities

• Be the main contact for the customer with regular interactions both on the phone and via email.
• Enter and manage purchase orders and delivery schedules in SAP system (EDI, e-mail, Order Bot).
• Manage price accuracy; Process billing or quality related order adjustments (e.g. returns, credit/debit notes).
• Maintain order fulfillment duties within the order-to-cash process, covering specified client portfolio.
• Communicate to customers via Salesforce (CMS) to log, track and maintain daily communications of cases.
• Daily monitoring and management of orders in Order Cockpit Dashboard to ensure that orders are progressing as expected.
• Prioritize and manage urgent escalations...