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Sr Customer Service Representative

Ball Corporation

Ball Corporation

Customer Service
San Luis Potosi, Mexico
Posted on Tuesday, July 2, 2024

Avance en su carrera en Ball, líder mundial en la fabricación de envases de aluminio sostenibles. ¡Logre cosas extraordinarias cuando se una a nuestro equipo y marque la diferencia en su desarrollo profesional, la comunidad y en todo el mundo!

¡Ball está encantada de recibir el premio de Newsweek de Top 100 Global Most Loved Workplace 2023! Como líder en productos sostenibles, contamos con más de 21.000 miembros en un equipo global. Desde latas y vasos de aluminio infinitamente reciclables hasta botellas de aerosol, nuestro propósito es contribuir a una comunidad, una sociedad y un mundo mejores.

Main Purpose of the Position

Responsible for providing order fulfillment services to assigned customers and capturing maximum value for Ball Packaging de Mexico. Receives customer orders, enters them into the system, and manage the orders with Planning, Logistics, and other departments as necessary to complete deliveries.

Key Responsibilities

  • Receives and enters customer orders, change orders, for finished goods into the system
  • Interacts with customers to solve their problems, communicating to and resolving issues around fulfilling their orders and negotiating alternative plans for delivery.
  • Understands all customer contracts, agreements, and agreed-to business rules (e.g. length of stockholding, payment terms, safety stock levels, planning sequences, etc.), guides Ball operations to apply those terms and conditions, and communicates internally and externally when appropriate when those conditions are not being met.
  • Updates system with customer orders, pricing, specifications, etc. Crosschecks pricing/specifications on incoming orders and on invoicing to ensure accuracy and proper input and invoicing of non-standard products (e.g. specification, product, packaging, and freight differences). Crosschecks work with internal documents (e.g. quotations, specifications, etc.) and other Customer Service Representatives.
  • Monitors incoming customer requests/orders and obtains confirmation from operations, sales, and technical departments that Ball Aerocan is capable of delivering any non-standard requests (e.g. can sizes, specifications, service exceptions, etc.).
  • Develops and maintains knowledge of products, materials, and line capabilities/restrictions to advise customers of Ball’s capabilities and determine whether or not to accept new orders as they are presented or ask for the proper technical information/drawings to support those orders.
  • Works creatively with the planning and logistics team to develop production/development plans to address customer needs and and seeks win-win solutions with our customers in the implementation of those plans. Communicates these plans once approved to the proper stakeholders internally and at our customers.
  • Under-promises and over-delivers to our customers and informs management when conditions arise where we cannot accomplish this goal.
  • Maximizes sales for each month, insuring that production and aged and regular inventories are shipped and billed on schedule.
  • Measures and reports on key KPI’s monthly by customer as requested (e.g. sales achieved versus forecast, inventory as a percentage of sales, artwork development, invoicing versus budget, etc.).
  • Liaises with Reprographics department in relation to artwork and design changes. Ensures all completed andf approved artwork development jobs are invoiced on-time and in-full versus the work performed and at agreed-to customer pricing.
  • Tenders customer orders to Logistics Coordinator at least cost, expediting deliveries as required. Tracks customer shipments at the request of the customer as required.
  • Co-ordinates dispatch with external transport companies
  • Monitors production and shipping schedules and prepares weekly production/shipping/inventory aging schedules for communication to customer.
  • Monitors run lengths versus agreed pricing levels and highlight any differences to Customer Service Supervisor to seek resolution.
  • Monitors inventory levels of customer products, notifying planning of any impending shortages. Schedules immediate shipment and invoicing of products overdue in aging terms with the customer
  • Works with sales representatives to obtain purchase orders for samples, tooling/NRE, development samples, etc. and invoices customers according to internal policies once the work is completed. All quotations for these projects/jobs will be completed by the Costing/Pricing team and Sales. The Sales Director will approve any exceptions to invoicing for these projects / jobs.
  • Monitors cash-in-advance customer payment receipts and notifies planning of cash receipts to trigger authorization to produce
  • Promote payment resolution issue with all parties involve
  • Ensures all missing pallet surcharges are applied on all LTL shipments unless we have purposely scheduled an LTL shipment due to a production shortfall or internal scheduling issue. Obtains Sales Director approval on approvals to ship without surcharge
  • Prepares export documents as required to support international shipments
  • Makes customer visits as required. 10% travel required to perform inventory cycle counts and attend customer meetings upon request.
  • Contacts customers and maintain levels of customer service in a proactive manner. Be professional, firm, and always listen. Present clear and fair answers in all customer communications.
  • Supports management and peers as required.
  • Completes all other duties as assigned.

Professional Requirements


  • B.S.In Bussiness or Engeniering related fields.
  • Must act professionally and with integrity.
  • Manufacturing Experience preferred.
  • Problem Solving oriented
  • Ability to Multitask
  • Positive attitude


  • Spanish,
  • English Language Fluent, Oral and Written, Business Level

Computer skills

  • Microsoft Office Products (Excel and Powerpoint Essential)
  • ERP Basic Knowledge

Previous job/project experience

  • Minimum 3-5 years in similar role.

Competencies within the Position

  1. Approachability
  2. Interpersonal savvy
  3. Composure
  4. Integrity and trust
  5. Customer focus
  6. Functional / technical skills
  7. Organizing

Working Pattern

  • Monday – Friday 8 hours daily

Ball Corporation es un empleador que ofrece igualdad de oportunidades. Alentamos activamente las solicitudes de todos, independientemente de su género, edad, etnia, religión, habilidad u orientación.

Cuando te unes a Ball, perteneces a un equipo de más de 21 000 miembros en todo el mundo. Nuestros productos van desde latas de aluminio infinitamente reciclables, vasos hasta botellas de aerosol que permiten a nuestros clientes contribuir a un mundo mejor.

Cada uno de nosotros tiene un profundo compromiso con la diversidad y la inclusión, que es la base de nuestra cultura de pertenencia.

Todos en Ball están marcando la diferencia al hacer lo que amamos. Porque lo que creamos puede cambiar, pero lo que siempre haremos es la diferencia.

Tenga en cuenta que el título del trabajo anunciado puede variar del título del trabajo en el contrato debido a la estructura local del título del trabajo y los sistemas globales de recursos humanos.

No agencias por favor.