Job title:  Customer Care Representative 

Location: Monterrey, Mexico 
Schedule: Onsite/Hybrid (after training you will have the opportunity to work from home 2 days a week) 

Reports to: Customer Care Manager 

*IMPORTANT - Only applications submitted in English will be considered, as this role requires proficiency in English.  

*IMPORTANTE - Solo se considerarán las solicitudes enviadas en Inglés, ya que este puesto requiere dominio del Inglés. 

Hempel, founded in Denmark in 1915, is a world-leading supplier of trusted coating solutions. Across the globe, our products protect and beautify buildings, infrastructure and other assets, and play an essential role in our customers' businesses. They help minimize maintenance costs, improve aesthetics, and increase energy efficiency. Through our brands Hempel, Neogard, Crown Paints, Wattyl and Farrow & Ball, we provide solutions for the Marine, Energy, Infrastructure and Decorative industries. 

Job Summary: Hempel is looking for a committed Customer Service Representative to join our team! As part of a global leader in protective coatings, you will play a key role in delivering exceptional service to our customers, ensuring their needs are met with efficiency and professionalism. If you are passionate about customer care and looking for an opportunity to contribute to a dynamic, international organization, we would love to hear from you 

Essential Responsibilities: 

• Managing large customer inquiries including quotations, order placement, tracking, delivery status updates, product information and more. 

• Addressing customer complaints promptly and efficiently. 

• End to end cross-border sales order management in the ERP system including facilitation of on-time delivery, product substitutions, and invoicing. 

• End-to-end return order management. 

• Outbound and inbound customer communication. 

• Support and /or drive resolution of non-technical customer complaints. 

• Support customer data management. 

• Ensure the upholding of local and global compliance rules when handling orders. 

• Aligned with the annual Customer Care KPIs established by the department manager. 

• Internal customer care locally and globally. 

• Collaborating with departments including Sales, Commercial Excellence, Finance, Technical Services, and Logistics. 

Minimum Qualifications: 

• Proficient in both written and spoken English is required for this role 

• 2+ years proven experience in a customer care role, preferably within an order-to-cash environment 

• Bachelor's degree in a relevant field or equivalent experience 

• Experience in working with standard operating procedures 

• Proficient with standard MS Office programs 

• Proficient in using ERP software (Microsoft preferred) 

• Strong problem-solving and decision-making abilities 

What is in it for you? 

• Christmas bonus: 13-month payment, 30 days  

• Medical Insurance (private) by employee and direct family 

• Life Insurance  

• Annual Bonus  

• Pantry Card 

• Saving fund 

• Orienta PAE  

• Optional Retirement Plan, with company contribution  

Applicants must be legally authorized to work in Mexico. Direct applicants only; we are not engaging with outside recruitment agencies.