Customer Service Representative

Sailun Tire Mexico – Customer Service Representative

Position Reporting To   –National Sales Manager

Summary/Objective
Reporting to the National Sales Manager, the Customer Service Representative is responsible for daily order processing, customer communication, issue tracking, and internal compliance activities. This role ensures accurate order entry, timely follow-up with customers, proper documentation, and adherence to Sailun policies and procedures while supporting overall service excellence.

Essential Functions
Order & Customer Support
Capture, enter, and confirm customer orders in internal systems.
Provide order status updates and delivery information to customers.
Investigate and resolve order discrepancies or service issues, escalating complex matters when necessary.
Maintain accurate customer records and documentation related to orders.
Support customers with NOM procedures, generate NOM certificates, and follow up on the quality control process required by Mexican regulations.
Respond to customer inquiries via phone, email, and internal communication platforms.

Issue Tracking & Process Compliance
Log, track, and follow up on customer requests, inquiries, or claims.
Ensure documentation is complete and aligned with internal control standards.
Apply Sailun policies, procedures, and internal controls consistently.
Identify and support continuous improvement initiatives within the customer service function.

General Administration
Provide general administrative support related to customer accounts, order documentation, and service activities.
Support scheduling of appointments, customer visits, and internal meetings when required.
Coordinate internally and externally with cross functional teams as required.
Other duties assigned.

Travel
Up to 10% Travel

Skills and Qualifications
Teamwork, Interpersonal Skills, Following Direction, Flexibility/Adaptability, Stress Tolerance, Listening, Tactfulness, Positive Attitude, Approachable, Patience. Ability to communicate clearly with customers both in writing and verbally. Sales, Customer Service Skills, Excellent Written and Verbal Skills, Good Judgment, Responsive to Customer’s Needs, Perseverance, Attendance.

Required

Education and Experience
Bachelor’s degree or technical studies in Business Administration, Logistics, International Trade, or related field is preferred.
2–4 years of experience in customer service, order management, logistics support, or an administrative role is preferred.
Intermediate to advanced English required (written and verbal).
Strong organizational skills and attention to detail.
Proficiency in Microsoft Office (Excel, Outlook); ERP system experience is preferred.

Sailun Tire Mexico – Representante de Servicio al Cliente

Reporta a:
Gerente Nacional de Ventas

Resumen del Puesto
El Representante de Servicio al Cliente apoya en el procesamiento diario de pedidos, comunicación con clientes y actividades de cumplimiento interno. Este puesto de nivel inicial asegura la correcta captura de pedidos, seguimiento oportuno con clientes y cumplimiento de políticas y procedimientos de Sailun, contribuyendo a la excelencia en el servicio.

Responsabilidades Principales
Soporte de Pedidos y Atención al Cliente
Capturar, registrar y confirmar pedidos en los sistemas internos.
Proporcionar información sobre el estatus de pedidos y entregas a los clientes.
Resolver o escalar incidencias y discrepancias de servicio al cliente según corresponda.
Mantener actualizados los registros y documentación de clientes relacionados con pedidos.
Asistir a los clientes con los procedimientos NOM, generar certificados NOM y dar seguimiento al proceso de control de calidad requerido por la normativa mexicana.
Responder a consultas de clientes por teléfono, correo electrónico y plataformas internas de comunicación.

Seguimiento y Cumplimiento de Procesos
Registrar solicitudes, consultas o reclamaciones de clientes y apoyar el seguimiento correspondiente.
Asegurar que la documentación esté completa y alineada con los estándares de control interno.
Cumplir con políticas, procedimientos y controles internos de Sailun.
Apoyar iniciativas de mejora continua dentro del área de servicio al cliente.

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