Gualapack, a leading Flexible Packaging Company with a strong focus on sustainability, innovation and social responsibility, is looking for a dynamic and results-driven Customer Service Representative to join our team.

In our plant in Mexico we are growing and we are looking for talented and engaged people

Gualapack Mexico plant - Customer Service Representative:
Role Overview:
Manage the order process management according to company process and tools.

The best CSRs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and understand the value of good communication skills. Customer service representatives can put themselves in their customers’ shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that for you. Problem-solving also comes naturally to customer care specialists. They are confident at troubleshooting and investigate if they don’t have enough information to answer customer questions or resolve complaints.

Ensure the right, timely and effective information and communication flow with the plants to comply with Customers’ requests.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Key Accountabilities:
Customer Support

• Timely and accurate processing of sales orders and call-off request received from the customer, including price consistency check order/price list and new items creation
• Ensure adherence to customer specific requirements to grant end to end compliance throughout the order to cash process and ensure these are communicated and followed
• Timely response to all enquiry’s, working to achieve first contact resolution. Deals directly with customers either by telephone/Email or by Microsoft Teams and exceptionally by face to face meeting across US.
• Coordinates & communicates shipment arrival, & product return information with staff & customers
• Informs the customers about stock situation, shipping date, anticipated delays, and any additional information needed by customer
• Occasionally prepares specific invoices and shipping documents such as export papers, commercial invoices
• Resolves customers’ service or billing complaints by performing activities such as exchanging goods, refunding money or adjusting bills.

Internal organization Support

• Prepares product or service reports by collecting and analyzing customer information.
• Work seamlessly with other CSR team members.
• Supports the Sales Mgr in the preparation of documents for the customers (stock situation, order entry and turnover analysis, KPI related to service level) using powerpoint/excel file
• Monitors each job’s status through all phases of production, ensuring each job is on schedule, including expediting
• Communicates and deal with internal departments, especially Planning and Operation (mainly with Mexican Plan and from time to time from other plant of the Group)
• Supports the organization (especially Finance and Quality), contacting customers in response to inquiries or to notify them of claim investigation results and any planned corrective actions.
• Refers unresolved customer grievances to designated departments for further investigations.
• Calculates charges for services requested, collect deposits or payments and or arrange for billing.
• Accurately store documents from and to customer on Company server.
• Utilizes CRM software Sales Force in support of VP Sales.

Person specifications:

• Preference for candidates with University Degree, but open for candidates with High school diploma, general education degree or equivalent.
• Exemplary communication skills in English
• Language knowledge: Mandatory advanced Spanish language (possible Italian or French)
• Knowledge of Incoterms rules and United States federal Uniform Commercial Code (UCC)
• Excel Skills for Business:

o Be comfortable navigating the Excel user interface, entering, manipulating and formatting data.

o Analyze data and present the results in a user-friendly way. Create charts and tables that effectively summarize raw data

o Use formulas and functions to perform calculations on data (including pivot table, data lookups functions)

o Basic Powerpoint Knowledge (Tables, SmartArt Graphics, Charts, Images)

• Knowledge ERP application knowledge (SAP SD possible but also other)
• Preferred - CRM software previous experience

Key competences:

• 2+ experience in customer service role (B2B preferred) working with copaker/brand owner customers.
• Experience with industrial products and applications
• Experience with order processing, returns processing, handling complaints, and creating resolution within a manufacturing environment
• Excellent capabilities in communication and listening, relationship building
• Organizational skills with the ability to prioritize and multitask effectively
• Adherence to company values of participation, positiveness, competence
• High attention to details and a positive ‘can do’ attitude
• Willingness to work a flexible schedule, occasional overtime when needed, occasional travelling to US/ Mexico