Customer Service Representative

Would you like to join a global growing company that innovates for a more sustainable tomorrow UPM could be the team for you. We are frontrunners in developing renewable alternatives to fossil-based materials. Besides enabling both businesses and consumers make more sustainable choices we strive to create a positive UPM experience for all our employees around the world. We live by our values trust and be trusted achieve together renew with courage. Together we can renew the everyday for a future beyond fossils!

Learn more about us as a workplace Raflatac is looking for a Customer Service II located in Sentura Tlalnepantla.

Greetings from your future manager

Welcome to the LATAM Customer Service team! I am very excited to begin this journey with you. Our team plays a key role in our customers experience and I am convinced that with your talent and commitment we will achieve great things together. In this position you will have the challenge of managing a dynamic customer base within a global supply chain with opportunities to build your network of contacts both nationally and internationally. Here we value collaboration empathy and continuous improvement. Together we will build a positive work environment focused on solutions and professional growth . - Montserrat Alfaro Manager Customer Service LATAM.

What you will do

• Act as the primary contact for assigned customers Territory Sales Managers and internal teams

• Manage customer orders including executing changes handling rush orders and overseeing the return process (RMA)

• Prepare and send order confirmations and invoices as needed

• Communicate operational updates delays and announcements to customers in a timely and professional manner

• Support credit hold and release processes request PALs and ensure correct service fees are applied

• Ensure all customer inquiries are routed to the appropriate experts and resolved promptly

• Maintain high standards of customer service by meeting segment-specific KPIs for response time and case resolution

• Contribute to customer satisfaction by achieving required survey results and continuously improving service quality

Who you are

• You have 3 years of customer service or office experience with proven ability to manage detail-oriented tasks

• You have spoken and written Spanish Portuguese (Brazil accounts) and local languages are essential and other languages an advantage - handling LATAM Accounts

• You have spoken and written English and local languages are essential and other languages an advantage - handling US accounts

• Ypu are organized and tech-savvy skilled in Microsoft Office (Word Excel PowerPoint Outlook); experience with Salesforce or databases is a plus

• You demonstrates strong customer focus understands customer needs and delivers tailored high-quality service

• You takes initiative and acts with urgency approaches challenges with energy enthusiasm and a proactive mindset

• You can communicate clearly and effectively across different formats and audiences both internally and externally

• You have ability to collaborate across teams builds partnerships and works cooperatively to achieve shared goals

• You adapts to changing situations adjusts behavior and approach in real time to meet shifting demands

This is what we offer to you

• A meaningful job We have an inspiring purpose UPM we renew the everyday. Our work is impactful and transformative.

• A caring community Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.

• Development opportunities We offer you great opportunities to learn and grow throughout your career. We are an international multi-business organization offering plenty of avenues for personal growth.

• Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity offering a work environment in which everyone can be themselves.

Learn about our Rewarding and our Ways of working.

Additional information

Location: Sentura Tlalnepantla.

If you are interested in this job offer please submit your application via Apply button byNovember 17 2025.

For support with submitting your application please contact our HR Service Center at .

This Job Description is intended to be a guide and is not intended to be a contract of employment explicit or implicit. All contents are subject to change at the sole discretion of the company. Cooperation is expected of all employees. Other duties may be assigned as needed.

About UPM

UPM is a material solutions company renewing products and entire value chains with an extensive portfolio of renewable fibres advanced materials decarbonization solutions and communication papers. Our performance in sustainability has been recognized by third parties including EcoVadis and the Dow Jones Sustainability Indices. We operate globally and employ approximately 15800 people worldwide with annual sales of approximately 10.3 billion. Our shares are listed on Nasdaq Helsinki Ltd. UPM we renew the everyday

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