Bilingual Customer Service Representative

Bilingual Customer Service Representative

Michelin is building a leading global manufacturer of compounds and life-changing experiences. Pioneering in designed materials for over 130 years, Michelin is in a unique position to make decisive contributions to human progress and a more sustainable world. Based on its deep knowledge of polymer compounds, Michelin is constantly innovating to manufacture high-quality tires and components for critical applications in demanding fields such as mobility, construction, aeronautics, low-carbon energies, and healthcare.

The care put in its products and the deep knowledge of the customer inspire Michelin to offer the best experiences. This ranges from providing connected solutions based on data and artificial intelligence for professional fleets to recommending exceptional restaurants and hotels curated by the MICHELIN Guide. Based in Clermont-Ferrand, France, Michelin is present in 175 countries and employs 132,200 people.

What are the general aspects of this position?

This position of Customer Service Representative will report to the Operations Management of Order to Cash and is based in the city of Querétaro where Michelin's CBS (Corporate Business Services) is located. It will support the United States.

What will be your mission?

Manage orders, monitor execution, and manage requests from our external customers to meet the service commitment and improve customer satisfaction.

What will your day-to-day be like?

Order and delivery management: Capture, register, and manage customer orders according to their needs, agreement, and defined service level. Propose product alternatives in case of shortage or scarcity. Optimize, plan, and coordinate delivery with customers.

Execution supervision: Manage the portfolio of customer orders and their execution. Collaborate with relevant partners to ensure timely deliveries and service commitment compliance. Proactively alert the customer in case of any event, delay, or service commitment breach and participate in finding a solution. Inform and provide follow-up to customers.

Request management: Register customer requests and claims. Analyze and provide problem-solving or the appropriate response, performing basic root cause analysis and implementing corrective actions to prevent recurrences, sharing recurring issues with relevant internal partners to find solutions.

Sales support: Take advantage of opportunities to make additional and cross-sales in response to orders, requests, and customer portfolio management.

Apply and improve work methods: Apply standards and procedures (including internal control norms and embargoes). Contribute to continuous improvement to optimize work methods and customer satisfaction.

And others...

What do you need to contribute successfully to our purpose?

At least one year of professional experience in the customer service area of sectors such as hospitality, tourism, services, or industry.

Academic training: Completed undergraduate degree.

Language requirements: Native Spanish, advanced business English (C1 level).

Required competencies: Adaptability, Customer Service, Initiative, Problem Solving, Teamwork and Collaboration.

What will you find with us?

Benefits superior to the law such as Major and Minor Medical Expenses Insurance, Life Insurance for you and your family, 40-day Christmas bonus, 13% savings fund of your base salary up to the legal limit, food and meal vouchers.

Annual performance bonus.

Promotions in our tire brands.

A committed team with common objectives and priorities that allow us to achieve our global sustainability objectives achieving the growth of our company for the benefit of people and our planet.

A unique work culture where each person can develop and develop others through a culture of continuous learning and collective intelligence in a diverse environment constantly improving towards inclusion.

And more...

Industries Michelin, S.A. de C.V., CAMSO Distribución México, S.A. de C.V., Michelin México Services, S.A. de C.V. and/or Michelin Sascar México, S.A. de C.V. are responsible for the use and protection of your personal data, and in this regard, you are guaranteed that your personal information will be used for the purposes proportional and necessary in virtue of your job application:

Identification and contact.

Integration of your file as a job applicant.

Evaluation of your job application according to our selection and/or recruitment process.

Verification of the information you provide us.

Your personal data may only be transferred to companies within the same group, for the purpose of considering you for available vacancies. Your personal information will be kept under strict confidentiality, and to reasonably prevent the improper use or disclosure thereof. We have implemented physical, technical, and administrative security measures in accordance with applicable regulations and by applying to this vacancy you agree to share the necessary information and its processing. You will always have at your disposal the ARCO rights that you may exercise. For more information request the comprehensive privacy notice.