Customer Service Representative I

Responsibilities

About the Company

EASTMAN LAR DISTRIBUCIÓN S DE CV is a recognized company in the chemical distribution sector in Mexico. With over 20 years of experience in the market, we have distinguished ourselves by offering innovative, high-quality solutions to our clients. We value teamwork, excellence, and a commitment to customer satisfaction. By joining our team, you will have the opportunity to grow professionally in a dynamic and collaborative environment. Location: This position is located in San Jose Insurgentes, CDMX.

Eastman is driven by a purpose to enhance the quality of life in a material way and a vision to be the world’s leading material innovation company. Our long history of technical expertise in chemical processes and polymer science positions us to provide innovative solutions to some of the world’s most complex problems.

Eastman seeks a detail-oriented Customer Service Representative to serve as the primary point of contact for customers throughout the supply chain process. This role requires exceptional communication skills, understanding of supply chain operations, knowledge of Eastman's Order Placement Policy, and the ability to work effectively in a fast-paced, diverse, and inclusive environment. The successful candidate will manage customer inquiries, coordinate with internal departments, and ensure compliance with company policies and industry regulations.

Key Responsibilities

• Serve as the main point of contact for customers, addressing inquiries, resolving issues, and providing timely updates on order status and delivery schedules.
• Process and manage customer orders in compliance with Eastman's Order Placement Policy, including Standard Conditions of Purchase, INCOTERMS 2020 (DDP), and order acceptance protocols.
• Maintain accurate records of customer interactions, order details, and documentation in the CRM system; ensure proper shipping documentation and compliance with delivery terms.
• Coordinate with production, logistics, and sales departments to ensure seamless order fulfillment, inventory optimization, and resolution of order-related conflicts.
• Proactively communicate potential delays, product availability changes, and delivery schedule modifications to customers in writing and verbally.
• Support the sales team by identifying cross-selling opportunities and contributing to customer satisfaction and loyalty initiatives.
• Stay current on industry trends, regulatory requirements, and market conditions relevant to the chemical industry and Eastman's operations.
• Contribute to continuous improvement of customer service processes, maintaining high standards of quality and efficiency.

Qualifications

Required Qualifications

Education & Experience:

• · Bachelor's degree in International Business, Business Administration, Supply Chain Management, or related field.
• · Proven experience (2+ years) in customer service or supply chain roles within the chemical or manufacturing industry.

Technical Competencies:

• · Strong knowledge of supply chain processes, order management, logistics, and inventory management.
• · Proficiency in SAP or similar ERP systems (desirable).
• · Understanding of Eastman's Order Placement Policy, supply chain terms, and regulatory compliance requirements.
• · Detail-oriented with strong organizational, analytical, and problem-solving abilities.

Language & Communication:

• · English: Conversational fluency (speaking) and advanced/executive-level written communication skills.
• · Excellent written and verbal communication ability to convey technical information clearly to customers.
• · Strong multitasking skills with the ability to prioritize and manage multiple customer requests simultaneously.

Soft Skills & Values:

• · Ability to work independently and collaboratively in a diverse and inclusive team environment.
• · Strong commitment to Eastman's values: safety, integrity, inclusion, and outcome-driven teamwork.
• · Familiarity with ethical business conduct and willingness to uphold Eastman's Code of Business Conduct.