Customer Information Representative

Job Description

As the Customer Information Representative, you will be pivotal in managing complex customer service operations for multi-country or multi-regional accounts. This role handles confidential information, manages international customer inquiries, and ensures seamless order fulfillment, invoicing, contract administration, and service requests. You will act as a critical liaison between customers and internal teams such as Sales, Manufacturing, Logistics, and Service Delivery to resolve complex issues efficiently and with a focus on customer satisfaction.

We are focusing on candidates located in Mexico City, as this role requires a hybrid in-office commitment.

This role is ideal for a highly organized, independent professional with a deep understanding of global customer service operations and a passion for delivering exceptional customer experiences. 

Key Responsibilities:

• Handle confidential information related to services and employees with the utmost discretion.

• Manage customer issues for international accounts, ensuring timely resolution with internal teams, managing meetings, customer requirements and escalations.

• Serves as a bridge between customers and internal teams such as Sales, Manufacturing, Logistics, and Service Delivery to address customer inquiries.

• Provide pre-sales and post-sales consulting on product/service order fulfillment, contract administration, repair/calibration requests, and invoicing.

• Maintain expertise in SAP or similar ERP systems and ensure compliance with REPSE regulations.

• Act as a filter and vehicle for complex information demands, ensuring accurate and relevant information flow between customers and internal stakeholders.

• Lead or contribute to country, regional, or multi-country projects, coordinating resources and timelines.

• Identify and pursue business opportunities that align with customer needs and organizational goals.

• Provide guidance and mentorship to team members as needed.

• Develop new processes and solutions to improve customer experience and internal operations.

• Work independently with minimal supervision, consulting on more complex issues when necessary.

Qualifications

• Experience managing complex, multi-country customer accounts and data

• 4+ years of experience in a role responsible for managing sensitive and confidential information.

• Proven experience utilizing SAP or a similar ERP system.

• Knowledge of portals and encryption systems

• High proficiency with Microsoft Office and Microsoft Excel

• Fluency in English

• Strong project management skills and experience prioritizing and managing resources efficiently.

• Excellent communication and interpersonal skills to effectively liaise between customers and internal teams on complex scenarios.

• Bachelor’s degree or equivalent experience

Additional Details

Travel Required:

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