Customer Care Representative

Job title: Customer Care Representative

Location: Monterrey, Mexico

Schedule: Onsite/Hybrid (after training you will have the opportunity to work from home 2 days a week)

Reports to: Customer Care Manager

Hempel , founded in Denmark in 1915, is a world-leading supplier of trusted coating solutions. Across the globe, our products protect and beautify buildings, infrastructure and other assets, and play an essential role in our customers' businesses. They help minimize maintenance costs, improve aesthetics, and increase energy efficiency. Through our brands Hempel, Neogard, Crown Paints, Wattyl and Farrow & Ball, we provide solutions for the Marine, Energy, Infrastructure and Decorative industries.

Job Summary

Hempel is looking for a committed Customer Service Representative to join our team! As part of a global leader in protective coatings, you will play a key role in delivering exceptional service to our customers, ensuring their needs are met with efficiency and professionalism. If you are passionate about customer care and looking for an opportunity to contribute to a dynamic, international organization, we would love to hear from you

Applicants must be legally authorized to work in Mexico.

Essential Responsibilities

• Managing large customer inquiries including quotations, order placement, tracking, delivery status updates, product information and more.
• Addressing customer complaints promptly and efficiently.
• End to end cross-border sales order management in the ERP system including facilitation of on-time delivery, product substitutions, and invoicing.
• End-to-end return order management.
• Outbound and inbound customer communication.
• Support and /or drive resolution of non-technical customer complaints.
• Support customer data management.
• Ensure the upholding of local and global compliance rules when handling orders.
• Aligned with the annual Customer Care KPIs established by the department manager.
• Internal customer care locally and globally.
• Collaborating with departments including Sales, Commercial Excellence, Finance, Technical Services, and Logistics.

Minimum Qualifications

• Proficient in both written and spoken English is required for this role
• 2+ years proven experience in a customer care role, preferably within an order-to-cash environment
• Bachelor's degree in a relevant field or equivalent experience
• Experience in working with standard operating procedures
• Proficient with standard MS Office programs
• Proficient in using ERP software (Microsoft preferred)
• Strong problem-solving and decision-making abilities

What is in it for you?

• Christmas bonus: 13-month payment, 30 days
• Medical Insurance (private) by employee and direct family
• Life Insurance
• Annual Bonus
• Pantry Card
• Saving fund
• Orienta PAE
• Optional Retirement Plan, with company contribution

Application due: 2026-08-15

Seniority Level: Associate

Job Functions: Administrative, Customer Service, Other Industry Chemicals

At Hempel, you're welcomed to a global community of +7000 colleagues around the world. A workplace built on shared trust, mutual respect and support for each other.

We're on a mission to double our impact. To succeed, we need bright minds and team players. Which is why, from day one, your input, ideas and initiative are not only welcomed, but expected. In return, you will enjoy great opportunities for development in a growing global company - and be part of the solution by contributing to our global impact.

At Hempel, we are committed to everyone feeling safe, valued and treated equally, in an environment where each employee can bring their authentic selves to work.

We believe that inclusion is key to innovation and by bringing together the most diverse perspectives and talents, we can achieve great things, together.

Direct applicants only; we are not engaging with outside recruitment agencies.