Customer Service Executive

Description

Summary: This role involves acting as a trusted first point of contact for customers, managing requests efficiently, and driving continuous improvement in customer service processes. Highlights: 1. Be a trusted first point of contact for customers worldwide 2. Drive continuous improvement in customer service processes 3. Play a pivotal role in ensuring smooth customer order processing * Salary: Competitive * Location: Mexico City * Country: Mexico * Business Unit: English * Vacancy Type: Permanent * Closing Date: 1 April 2026 **Meet the recruiter** ---------------------- Emma Barrett emma.barrett@cambridge.org Salary: Competitive Location: Mexico City, Mexico/Hybrid Contract: Permanent, Full Time Be the trusted first point of contact for customers worldwide — and help improve how we do it. We are looking for a Customer Service Representative who will manage client and customer requests efficiently while driving continuous improvement in our processes. We are Cambridge University Press \& Assessment, a world\-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. **About the role** As a Customer Service Representative, you will play a pivotal role in ensuring customer orders are processed smoothly from start to finish, balancing accuracy, speed, and compliance to deliver an excellent experience for assigned customers. Working cross‑functionally, you will bring clarity and structure to complex order activity, providing visibility, insight, and dependable support across the wider business. **Key responsibilities include:** * Manage pricing, discounts, credit limits, back‑order issues, and shipment coordination to ensure timely delivery * Act as the primary contact for assigned customers, contributing to meetings, projects, and contract renewals * Produce monthly reporting and customer profile insights, while supporting service metrics and continuous improvement * Oversee seasonal returns and after‑receipt claims, and provide operational cover for colleagues during absences **About you** You are a customer‑focused problem solver who enjoys working in a fast‑paced, front‑line service environment and takes pride in delivering a positive experience every time. You bring a solid understanding of international trade, particularly exports, and are comfortable working with ERP systems such as SAP to manage orders and data accurately. Highly organised and detail‑oriented, you communicate clearly in English (intermediate level) and are confident juggling multiple priorities. If you meet the above minimum requirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the following desirable criteria: * A background in business, administration, or a related field * B2 English Language Level For a detailed job description, please refer to the link at the bottom of the advert on our careers site. **Rewards and benefits** We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world\-class benefits package: * Seguro de Vida * Seguro de Gastos Médicos Mayores * Vales de Despensa * Fondo de Ahorro * Aguinaldo * Prima Vacacional We are a hybrid working organisation, and we offer a range of flexible working options from day one. We expect most hybrid\-working colleagues to spend 40\-60% of their time at their dedicated office or location. We will also consider other work arrangements if you wish to work more flexibly or require adjustments due to a disability. **Ready to pursue your potential? Apply now.** We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be **1****st** **April 2026\.** We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place during the campaign and shortly after the closing date. We reserve the right to close this vacancy once we have received sufficient applications for the role. Therefore, if you are interested in this exciting opportunity, we encourage you to submit your application as early as possible. If you are shortlisted and progressed through the stages, you can expect: * First round interview to take place in person at our Mexico City office If you require any reasonable adjustments during the recruitment process due to a disability or a long\-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs. Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry. We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure. Please refrain from sending your CV directly to our recruiters. If you experience technical difficulties or require additional support with submitting your online application, contact the Recruiter. **Why join us** *Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.* *Cambridge University Press \& Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.* *We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.*