Job Description:

Mexichem is a leading provider of products and solutions across multiple sectors from petrochemical to construction, infrastructure, agriculture, healthcare, transportation, telecom and energy, among others. It is one of the biggest producers of plastic pipes and connections worldwide and one of the largest chemical and petrochemical companies in Latin America. 

Built upon a global footprint, it employs over 19,000 people in more than 30 countries where it holds over 120 production plants, 2 fluorite mines, 6 training academies and 16 research and development laboratories and generates more than US$5.6 billion per year. With over 50 years of history and more than 30 years trading on the Mexican Stock Exchange, Mexichem has a business model of vertical integration and strategic acquisitions, which derives in exclusive access to raw materials, proprietary technology and global competitiveness. This position belong's to Mexichem's brand Dura-Line

SUMMARY OF FUNCTION:

Responsible for managing the account/customer from the initial quote and order processing, through release for shipment.  This position makes decisions using independent judgment and direction from Sales Management on various issues relative to pricing and customer satisfaction.

DUTIES AND RESPONSIBILITES:

• Answer inquiries from customers and provide quotes in a prompt and professional manner


• Process customer order within the same business day


• Track order, perform necessary follow up and release order for shipment


• Communicate any deviation in the delivery process to the customer


• Monitor accounts sales activity and determine course of action based on demand


• Communicate with Regional Sales Manager, Sales Senior Management, and Marketing Manager as needed


• Use authority to determine pricing and ensure the accuracy of pricing within provided guidelines


• Resolve pricing discrepancies and communicate decision to appropriate party


• Determine appropriate resolution and administration of complaints, returns and credits


• Research technical questions and capability questions with R&D and Plant Managers.


• Provide technical and procedural information and instructions while working with the technical support teams


• Review, interpret, and prepare customer purchase orders for data entry, ensuring that customer requirements can be met.


• Review, adjust and verify sales representative commission on all orders and reports


• Interface with scheduling, manufacturing, shipping and finance departments


• Generate reports to management as necessary


• Maintain work related files and record keeping


• Adhere to set standards, operating procedures and policies – Customer Service SOP


• Support ISO initiative to assure adherence to policies and procedures required by customer service

EDUCATION AND/OR EXPERIENCE REQUIREMENTS:

• Associate Degree (post high school education along with 3 years relevant customer service experience may be substituted)


• Strong computer proficiency

OCCUPATIONAL AND/OR PHYSICAL REQUIREMENTS:

• Ability to handle multiple tasks simultaneously


• Understand costing and margins


• High attention to detail


• Ability to apply sound business practices and make decisions


• Excellent communications and interpersonal skills


• Good math skills


• Ability to organize and prioritize workload


• Familiarity with product detail


• Requires talking and hearing

WORKING CONDITIONS:

• Office environment

#CB

Mexichem offers a broad range of value added ingredients and finished products that contribute to customers’ success and ultimate improve the quality of life for people around the world. Along its commitment to good citizenship, Mexichem delivers Total Value to customers, employees and investors worldwide, every day.

 

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