Senior Customer Care Specialist

Job Summary

The Customer Care Specialist Sr. - LATAM & Canada delivers end-to-end customer support and order management across Latin America and Canada. Serving as the regional specialist and primary liaison among customers, partners, Sales, Logistics, Freight Forwarders, and internal cross-functional teams, this position manages international order execution, customer inquiries, escalations, RMAs, export documentation, backlog priorities, and regional compliance requirements. The role drives accurate order processing, operational visibility, data integrity, and a consistently strong customer experience while proactively identifying compliance risks and escalating policy exceptions or legal questions as appropriate. Success requires sound judgment, initiative, cross-functional influence, continuous improvement, and a proactive, customer-first mindset.

Key Tasks & Responsibilities (Essential Functions)

Customer Support, Partner Management & Service Delivery 

•  Serve as the primary Customer Care liaison for partners, customers, and Sales across LATAM and Canada, using proactive, clear, and culturally effective communication to build trust and set expectations. 

•  Manage customer and partner inquiries, case queues, emails, service-level commitments, escalations, and RMAs from intake through resolution. 

•  Support pricing, product identification, availability, order status, invoicing, credits, shipment tracking, quotes, Salesforce CPQ updates, and QBR-related needs. 

•  Capture and share Voice-of-Customer insights and proactively resolve issues while appropriately escalating compliance risks, policy exceptions, or legal questions. 

International Order Execution & Operational Visibility 

•  Execute accurate international order entry and manage orders end-to-end, following established SOPs for exceptions, changes, returns, and documentation requirements. 

•  Manage the regional backlog, prioritize order execution, communicate delays, and provide clear visibility into order status, backlog health, and conversion metrics. 

•  Maintain accurate customer, partner, order, and transactional data across Oracle ERP, Salesforce/CPQ, and related systems. 

•  Operate independently as the regional specialist, applying sound judgment and urgency to complex order, customer, and documentation issues. 

Trade Compliance & International Logistics 

•  Ensure export and customs documentation is complete and accurate, including documentation supporting LATAM and Canada requirements. 

•  Apply QSC-defined trade compliance procedures involving Incoterms, export controls, TAA, licensing, regulatory requirements, Canada customs and tax documentation, and relevant LATAM requirements such as NCM and CFDI. 

•  Coordinate with Logistics, Credit, Planning, Freight Forwarders, Sales, and other stakeholders to address international shipping, customs, credit, planning, and compliance issues. 

•  Identify documentation discrepancies or compliance risks and escalate conflicting information, policy exceptions, and legal questions to the Sr. Manager, Customer Care as appropriate. 

Process Improvement, Reporting & Team Engagement 

•  Develop and maintain SOPs, job aids, and process documentation that promote consistency, compliance, and scalability. 

•  Use Microsoft 365 and Power BI to monitor regional order volume, support dashboards, provide operational reporting, and communicate performance insights. 

•  Lead or contribute to cross-functional initiatives, including automation, backlog optimization, quote accuracy, and customer experience improvements. 

•  Participate in team routines and required training while modeling accountability, ownership, collaboration, and a customer-first mindset. 

•  Demonstrate leadership through influence and mentoring; this is an individual-contributor position with no direct reports or formal team-lead responsibility. 

Skills and Minimum Experience Required

• Bachelor's degree in Business Management, International Business, Supply Chain, or a related field, or equivalent work experience. 
• 5+ years of experience in customer service, order management, export operations, or a related area. 
• Advanced proficiency with Oracle ERP and Salesforce/CPQ. 
• Microsoft 365 proficiency and Power BI familiarity for dashboards, operational reporting, and performance insights. 
• Strong knowledge of international import/export logistics, trade compliance, export controls, customs documentation, Incoterms, and partner channel models. 
• Understanding of LATAM and Canada import/export requirements and documentation, including NCM and CFDI. 
• Demonstrated ability to manage strategic accounts, complex customer issues, competing priorities, and cross-functional dependencies. 
• Strong analytical, problem-solving, decision-making, communication, de-escalation, prioritization, and time-management skills. 
• High attention to detail, follow-through, initiative, and the ability to work autonomously in a complex regulatory environment. 
• Fluent English communication skills, with the ability to communicate clearly and professionally across cultures. 

Preferred Skills and Experience

• Direct experience supporting customers or partners in Latin America and Canada. 
• Spanish strongly preferred; French language skills are an asset. 
• Experience in sales operations, manufacturing, or distribution environments. 
• Experience developing regional reporting, SOPs, job aids, or process improvements. 
• Experience supporting export compliance, international logistics, strategic accounts, or partner channel operations. 

Physical Requirements

Travel Requirements