Customer Service Executive (Mexico)

By November 7, 2018 No Comments

CML Group is a leading provider of Printed Circuit Boards. We develop tailor-made sourcing concepts for our customers worldwide creating strong partnerships and reliable connections.

Purpose of  Responsibilities
The CS Executive is responsible to provide quality service and support to assigned customers with all relevant back office tasks, being the primary contact window to existing customers in daily operations. The CS Executive´s business direction is to make sure that customer queries are resolved on time and that they are satisfied with the organization. He/ she is the interface to different departments like LOG, Q&E as well to the DSM in Asia and supports the Account Manager in all tasks, in particular in the area of projects (NPI) and strategy in order to delight customers.
Your Responsibilities
  • Solve operational customer requests in a timely and accurate manner
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
  • Cooperate pro-actively with related departments or Account Manager and launch early warning and escalation messages to relevant parties
  • Record business transactions and file documents in system
  • Process request for Quotations (RFQs), review calculations and provide released quotes to customers
  • Support Account Manager with Quotation-Tracking and NPI-Tracking (New Project Implementation)
  • Prepare Customer Specific Information for approval by TL
  • Process item creation and maintain master data in ERP system
  • Create supplier orders for samples like NPI, NPE and ECN including commercial check and customer order confirmations
  • Timely settlement of Engineering Questions (EQs) for customer orders
  • Perform order tracking and process customer follow-up orders including commercial check and customer order confirmations
  • Process and follow-up delivery schedule agreements incl. consignment stock
  • Handle change requests like ship mode or delivery date changes
  • Initiate special transport and follow-up packing list handling in cooperation with logistics
  • Analyze stock and identify critical items such as slow movers or expiring shelf life
  • Take physical inventory of consignment stock
  • Ensure customer requirements are delivered on-time through internal coordination with CML global offices and back up by intercompany tools
  • Support the Customer Service Team Leader and Account Manager in different projects
Your Profile

Competencies & Skills

  • Interest in technical fields, preferably know how in PCB, electronic components and/ or customer specific products
  • Excellent customer service orientation delivered in a pro-active and cost efficient way
  • Proficient computer skills in Microsoft office and ERP systems, preferably CML´s ERP system
  • Excellent command in spoken and written English and (local language)
  • Ability to effectively work with people at all levels in a multi-disciplinary and multicultural environment
  • Negotiation skills and the ability to persuade and influence business partners in critical situations to obtain consensus
  • Analytical and problem solving skills to assess and manage complex situations
  • Superior in organization and priority setting, accurate and efficient with attention to detail and the ability to multi-task


Education & Work Experience

  • Commercial vocational training
  • Minimum 2 years of work experience in customer service for international customers (B2B)
Interested? We are looking forward to your application!

Please send your application and inquiries to or For more information visit

Leave a Reply