Customer Experience Specialist
MX
As a Customer Experience Specialist, you will provide support to the Mexico, U.S., and Canada Growing Solutions Sales team and external customers. This position will ensure the smooth onboarding of new customers and efficient management of sales operations.
Where is this position located?
- Remote México
I’m interested! What will I get to do in this position?
Order Management & Customer Experience:
- Process onboarding of new customers through collaboration with other departments to set up customer data on SAP system and fulfill all internal policies.
- Mastering sales-supporting activities conducting order processing in SAP, billing, resolution of claims and other customer issues relating to sales and post-sales activities.
- Coordinate appointments with both warehouses for product dispatch.
- Fostering robust collaboration across departments including Sales, Supply Chain, Master Data, Credit and Insurance, Compliance, IT, Accounting/Finance; seamlessly bridging geographical and departmental divides to maximize synergy.
- Build strong relationships with customers, personalize interactions, and identify cross-selling opportunities.
- Crafting and implementing innovative strategies and procedures to optimize operational efficiency based on a panoramic point of view of the work cycle required to carry out a sale from order receipt to payment collection, while ensuring adherence to compliance and tax regulations.
Reports & document management:
- Maintain product allocation records based on entry (imports) & output (sales) products to provide visibility to the Sales team of current and future products availability.
- Maintain monthly-end sales records to provide the Sales team on-time information regarding progress of sales forecast.
- Meticulously maintain sales info and records, as well as customer’s files on internal secure storage tools.
What skills and experience do I need to be successful in this role?
- Bachelor’s degree required
- 3+ years of proven expertise in sales operations and customer experience principles and practices, with a keen understanding of best practices in customer journey optimization.
- Analytical and problem-solving skills combined with the creative ability to develop and implement impactful solutions.
- Proficient in Excel, including VLOOKUP, XLOOKUP, Pivot Tables, Data Cleaning/Analysis.
- Process Documentation: A knack for creating SOPs (Standard Operating Procedures) or training materials to help standardize the team's workflow.
- Organizational abilities and a talent for juggling multiple priorities with focus and precision.
- Communication skills for fostering effective collaboration with diverse stakeholders across several departments.
- Fluency in both Spanish and English.
- Ability to travel
What will set me apart?
- SAP knowledge and expertise in sales order processing.
- Interest in continuing education and self-training.
- Supported operations for an international company.
- Valid US Visa.
Who is ICL?
ICL Group Ltd. is a global leader in agriculture, food and industrial solutions, utilizing its unique mineral resources and extensive expertise to address key sustainability challenges related to food security and access to essential minerals. ICL is focused on driving long-term growth through its specialty agriculture and food businesses, while strategically managing its bromine, potash and phosphate mineral resources. ICL’s global professional workforce is dedicated to expanding its growth engines and efficiently operating – both structurally and economically – while maintaining and optimizing its core operations. The company’s operations are organized under four segments: Industrial Products, Potash, Phosphate Solutions and Growing Solutions. ICL shares are dual listed on the New York Stock Exchange and the Tel Aviv Stock Exchange (NYSE and TASE: ICL). The company employs more than 12,000 people worldwide, and its 2025 revenues totaled approximately $7 billion. For more information, visit the company's website at www.icl-group.com.