Customer Care Agent

Roquette is a family-owned global leader in plant-based ingredients and a leading provider of pharmaceutical excipients.

Want to help us make a difference?
Using plant-based resources, we collaborate with our customers and partners to imagine and offer ingredients to better feed people and treat patients.
Each of our ingredients responds to unique and essential needs, and they enable healthier lifestyles.

The Role: Customer Care Agent

Execute end-to-end Customer Care and Freight coordination activities for assigned customers across Mexico and LATAM, ensuring accurate order processing, compliant documentation, and reliable delivery execution. Contribute to customer satisfaction and cash flow by proactively managing risks and coordinating effectively across stakeholders. 

This is a full-time position based in Queretaro, MX. The expected compensation will be 28,000 MXN/month.

What you’ll do:

• Manage complex LATAM and Mexico customer portfolios including multi-entity flows 

• Validate, create, and manage contracts in SAP 

• Process and monitor customer orders end-to-end 

• Coordinate freight and ensure compliance (Including Carta Porte) 

• Manage shipping and customs documentation 

• Handle complaints, returns, billing adjustments, and credit support 

• Maintain proactive communication with customers and internal stakeholders 

• Support continuous improvement initiatives 

• Manage consignment and VMI execution 

Functional Competencies:

• Customer Orientation 

• Communication Skills 

• Problem Solving & Decision Making 

• Collaboration & Teamwork 

• Attention to Detail 

• Adaptability & Flexibility 

• Planning & Prioritization 

• Accountability 

Technical Competencies:

• Logistics & Incoterms Knowledge 

• Import/Export Compliance 

• Inventory & VMI Management 

• Shipping Documentation 

• Freight & Carrier Coordination 

• Data Analysis & Reporting 

• SAP ECC & TM 

What you’ll need:

Education: Bachelor’s Degree in International Business, Logistics, Supply Chain, Industrial Engineering, Business Administration, or related field. 

Experience: Customer service, logistics coordination, or order management experience. Strong attention to detail and ability to manage multiple priorities. 

Tools: SAP, Salesforce, EDICOM, Esker, Qlik, Excel. 

If you identify yourself in this position, please apply by uploading your resume and let's start the journey together!

Roquette is proud to be a global company where you can find personal and professional growth through multiple diverse experiences. 

Roquette strives to create a dynamic workforce while remaining firmly committed to equal opportunity by complying with EEO laws.
 

As we continue to grow, Roquette understands that to be successful we must always be inclusive in our approach.

To find out more about our products, values and sustainable development ambitions visit us at www.roquette.com and at www.sustainability.roquette.com