Senior Order Management Representative (Pacifico, Tijuana)

The Senior Order Management Representative is responsible for delivering exceptional service to both new and existing customers by efficiently managing order processing, clarifications, and complaint resolution. This role involves thoroughly reviewing orders received via fax, email, or EDI, ensuring all required details are accurate, and proactively communicating with customers as needed. In addition to order processing, the role manages customer complaints using CRM software, ensuring timely and satisfactory resolution.

Responsibilities:

• Process purchase orders accurately and efficiently using SAP and internal systems, following standard operating procedures.
• Review incoming orders to ensure they meet special instructions, pricing agreements, and quote requirements.
• Collaborate with customers to resolve discrepancies and apply appropriate order holds with clear documentation.
• Ensure timely release of orders by actively following up on clarifications.
• Manage customer complaints through the CRM system, generating proper documentation such as QNs, replacement orders, returns, credits, and debits.
• Provide support and guidance to new team members through job shadowing, training, and feedback.
• Coordinate with internal departments (Customer Service, Operations, Quality, Data Management) to resolve order-related issues.
• Follow up on QN tasks, assist in identifying root causes, and assign responsibilities accordingly.
• Escalate critical issues that delay order processing to supervisors promptly.
• Ensure compliance with customer requirements and applicable regulations (SOX, ISO, AS9100, OSHA, ANSI).
• Consistently meet or exceed individual and team performance goals.
• Participate in team meetings and contribute to continuous improvement initiatives.
• Maintain accuracy, professionalism, and efficiency with minimal supervision.

Qualifications:

• High school diploma or equivalent (technical or higher education preferred).
• 1–2 years of experience in a related field (order management, customer service, or operations).
• Bilingual: English and Spanish (90% spoken, 95% written proficiency).
• Excellent written and verbal communication skills.
• Strong computer literacy; proficient in Microsoft Office.
• Experience with SAP and CRM systems (preferred).
• Ability to understand and manage customer expectations with professionalism and empathy.
• Strong stress management and adaptability in fast-paced environments.
• Capable of working independently and following standardized procedures.
• Critical thinking and problem-solving skills to improve customer satisfaction.
• Excellent time management, prioritization, and follow-up skills.
• High attention to detail and commitment to quality in a dynamic environment.
• Team-oriented mindset with a willingness to collaborate and share knowledge.
• Confident communicator who can engage with other departments and leadership when needed.
• Open to receiving feedback and committed to continuous improvement.

• Beneficios de acuerdo a la LFT
• Seguro de vida
• Fondo de ahorro
• Seguro de gastos médicos
• Comedor
• Transporte
• Servicios medicos en planta
• Bonos anuales