Sr Customer Service Representative

At Nouryon, we create innovative and sustainable solutions for our customers to answer society’s needs - today and in the future.

We are looking for team members who bring ideas forward, champion others and work together to do better. Does that sound like you?

About the Job:

Nouryon has an exciting opportunity for a Sr. Customer Service Representative - Order Management supporting our Home and Personal Care (HPC) business in Mexico City.

In this role, you'll manage the end-to-end order-to-cash process for B2B customers, working closely with Sales, Planning, Production, Logistics, and Finance to ensure orders are processed accurately and delivered on time.

We're looking for a customer-focused professional with solid SAP, order management, and supply chain customer service experience who enjoys solving problems, collaborating across teams, and building strong customer relationships.

A few important details:

• Location: Fully onsite, five days a week, at Nouryon's corporate office on Insurgentes, in front of Galerías Insurgentes, Mexico City.

• Schedule: Regular business hours, Monday to Friday.

• Language: Professional English is required, both written and spoken.

• Application: Please make sure you apply with a resume in English.

In Your Future Role as Sr. Customer Service Representative - Order Management, You Will:

• Manage the end-to-end order-to-cash process for assigned customers, from purchase order entry through invoicing and issue resolution.

• Enter, process, and monitor customer purchase orders in SAP, confirming product availability and providing timely order updates.

• Work closely with Sales, Planning, Production, Logistics, and Finance to coordinate order fulfillment and resolve delivery issues.

• Prepare and distribute invoices and customer documentation, process credit and debit notes, and manage returns, damaged material claims, and related transactions.

• Investigate customer inquiries and complaints, coordinate follow-up activities, and ensure timely resolution.

• Maintain accurate customer and order information while following company procedures and service standards.

• Support customer billing activities, including discount-related processes and month-end order and invoice validation.

• Monitor key performance indicators (KPIs), including order confirmation times, order quality, and first-time-right performance.

• Build strong relationships with customers and internal stakeholders, providing proactive communication and reliable service.

• Contribute to process improvements, system testing, and knowledge sharing, including supporting the onboarding of new team members when needed.

We Believe You Bring:

• Professional English proficiency, with the ability to communicate effectively with customers and internal stakeholders in writing and conversation.

• Experience in B2B customer service, order management, or customer service operations within a manufacturing, supply chain, distribution, or similar business environment.

• Strong understanding of end-to-end order-to-cash processes, including purchase orders, invoicing, credits, returns, and order-related issue resolution.

• Hands-on experience with SAP ECC and/or SAP S/4HANA. Knowledge of SAP Sales and Distribution (SD) and Materials Management (MM) is highly valued.

• Experience managing customer orders across the supply chain, including coordination with planning, production, and logistics teams.

• Experience with CRM systems; Salesforce is a plus.

• Strong Microsoft Office skills, particularly Excel.

• Good analytical, organizational, and problem-solving skills, with the ability to manage priorities and resolve issues independently.

• Strong communication and collaboration skills, with a customer-focused mindset.

• An understanding of production planning, lead times, capacity constraints, and how these affect order fulfillment.

• A bachelor's degree is preferred, or equivalent relevant professional experience.

• Experience in the chemical industry is a plus. However, candidates with relevant experience in manufacturing, plastics, oil and gas, pharmaceuticals, liquid products, chemical distribution, or similar industries are encouraged to apply.

• Please note: We're looking for candidates with hands-on SAP experience and proven end-to-end order-to-cash experience in a B2B supply chain environment. Profiles focused primarily on call center operations or general customer inquiries, without order management and supply chain experience, are not the target for this role.

Good to know:

Please apply via our online recruitment system. We will not accept applications via e-mail.

Once it's with us we will review to see if we have a match between your skills and the role!

For more information about our hiring process, visit: nouryon.com/careers/how-we-hire/

We look forward to receiving your application!

We kindly ask our internal candidates to apply with your Nouryon email via SuccessFactors.

AboutNouryon:

If you’re looking for your next career move, apply today and join Nouryon in providing essential solutions that our customers use to manufacture everyday products such as personal care, cleaning, paints and coatings, agriculture and food, pharmaceuticals, and building products. Our employees are driven by the desire to make an impact and actively drive positive change. If that describes you, we will gladly make way for your ambitions.

From day one, we support you with your personal growth, through challenging positions and comprehensive learning and development opportunities, in a dynamic, international, diverse, and proactive working environment.

Visit our website and follow us on LinkedIn.

We have already chosen our sourcing channels for this recruitment and kindly ask not to be contacted by any advertisement agents, recruitment agencies or staffing companies.

What can Nouryon offer you?

If you share our values and ambitions, we offer a fascinating international environment that rewards your skills and enthusiasm. Our employment package comprises a competitive salary and an attractive bonus scheme. Training opportunities and internal networks enable valuable personal and professional development. And through challenging projects you will help us become first choice for our customers, shareholders and employees, all over the world.

Application details

We welcome your online application via our website. Please use the apply button on this page.

A pre-employment screening may form part of the selection process.