Order Support Analyst

Every day, we get opportunities to make a positive impact – on our colleagues, partners, customers and society. Together, we’re pioneering the solutions of the future and unlocking the full potential of precious resources.

Trusted to act on initiative, we challenge conventional thinking to develop world-leading technologies that inspire progress in vital areas, including energy, food, water and shipping.

As we push forward, the innovative, open spirit that fuels our 140-year-old start-up culture and rapid growth also drives our personal growth. So, as we shape a more resourceful, less wasteful world, we build our careers too.

About the job

We are looking for a Sales Support Specialist to join our team in Mexico, providing commercial and operational support to our distribution partners and internal stakeholders across Latin America.

In this role, you will be responsible for managing customer inquiries, resolving complex and non-standard order-related requests, and ensuring timely and accurate support through our digital platforms.

You will play a key role in supporting our sales channels, improving the customer experience, and strengthening the efficiency of our regional operations.

Key responsibilities

• Provide order management and commercial support to distributors, integrators, system builders, and other channel partners across Latin America.
• Manage and resolve customer inquiries, tickets, complaints, and non-standard order-related requests, ensuring timely and high-quality responses.
• Support order-related activities, including logistics follow-up, documentation, invoicing inquiries, credit holds, and export control requirements.
• Manage and support the use of Alfa Laval’s e-commerce platforms, including Anytime and other digital tools.
• Provide basic technical and product-related guidance, coordinating with technical specialists when required.
• Support partner registration, platform access, and digital tool onboarding processes.
• Conduct virtual training sessions for distributors and partner order handlers to strengthen their knowledge and use of digital tools.
• Prepare operational reports and monitor service performance to identify opportunities for continuous improvement.
• Collaborate closely with Channel Managers, Sales, Finance, Logistics, and other internal stakeholders to ensure effective resolution of customer needs.
• Contribute to a positive customer experience by demonstrating ownership, responsiveness, and a continuous improvement mindset.

What you know

• Bachelor’s degree in industrial engineer, Administration, Comex, Logistics, International businesses. 
• At least 2 years of experience in order support, customer support, e-commerce operations, sales support, or similar B2B roles.
• Experience handling customer inquiries, support tickets, complaints, and complex operational requests.
• Experience working with CRM systems such as Salesforce, Microsoft Dynamics, or similar platforms.
• Familiarity with e-commerce platforms, digital sales tools, or order management systems.
• Proficiency in Microsoft Office 365, particularly Excel.
• Advanced English proficiency, both written and spoken.
• Fluent Spanish.
• Portuguese proficiency is a plus.
• Previous experience in industrial or multinational environments is desirable.

Who you are

You are a proactive and customer-focused professional who enjoys solving problems and delivering high-quality service.

You demonstrate strong organizational skills, attention to detail, and the ability to prioritize multiple requests in a fast-paced environment.

You take ownership of challenges, respond with agility, and maintain a results-oriented mindset, even when dealing with complex or non-standard situations.

We care about diversity, inclusion, and equity in our recruitment processes. We also believe behavioural traits can provide important insights into a candidate’s fit for a role. To help us achieve this, we apply Pymetrics assessments, and upon application, you will be invited to complete the assessment games.