• 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.

• 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.

• 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).

• 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).

• 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.

Job Title: Customer Account Representative