Representante Senior De Servicio Al Cliente

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:
We are seeking a Senior Customer Care Representative to support our LATAM Customer Care team, with primary responsibility for the Mexican market. This role plays a key part in ensuring customer satisfaction by managing the end-to-end order-to-cash process in SAP, resolving issues efficiently, and collaborating closely with internal stakeholders.
This is a full-time, onsite position based in Querétaro, Mexico, requiring strong SAP expertise, attention to detail, and the ability to operate in a fast-paced, cross-functional environment.
Compensation:
The current salary range for this role is estimated to be MXN $22,000–$28,000 per month. In addition, this position may also be eligible for performance-based incentive compensation. The specific compensation offered to a candidate will be influenced by various factors, including but not limited to skills, qualifications, experience, and location.
What You’ll Do
Order Management in SAP
Create, manage, and monitor sales orders in SAP, ensuring accuracy in pricing, billing, invoicing, and documentation throughout the order-to-cash process.
Customer Support & Relationship Management
Serve as the primary point of contact for customers, handling inquiries, requests, and complaints in a professional and timely manner with a strong focus on customer satisfaction.
Cross-Functional Coordination
Work closely with Sales, Logistics, Supply Chain, and Finance teams to align on order fulfillment, inventory availability, delivery timelines, and billing processes.
Issue Resolution & Incident Management
Identify, analyze, and resolve issues related to orders, deliveries, invoicing, and payments, minimizing impact to customers and the business.
Mexico & LATAM Support
Provide dedicated customer care support for the Mexican market, ensuring compliance with local business practices, regulatory requirements, and effective communication in Spanish.
Act as a backup for other Spanish-speaking Latin American countries as needed, supporting regional continuity and service level agreements (SLAs).
What You’ll Bring
Education
Bachelor’s degree in Business Administration, Logistics, Languages, or a related field preferred.
Additional relevant certifications or training are a plus.
Training in International Trade or Customs is an advantage.
Experience & Skills
2+ years of experience in a Customer Care / Customer Service role, preferably within the pharmaceutical, food, or chemical industries.
Hands-on experience with SAP (Sales Modules), including order management, billing, and invoicing.
Strong understanding of the Mexican business environment, customer expectations, and local practices.
Fluent in Spanish (required) with intermediate to advanced English proficiency.
Detail-oriented, proactive, and comfortable working in a fast-paced, onsite environment.
Work Environment:
Position Type/Expected Hours of Work:
This is a full-time position. Days and hours of work are flexible and determined by facility demands.
AAP/EEO Statement
Roquette is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law. “AAP, EEO, Drug-Free Workplace”
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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