Senior Customer Service Advisor

Job ID:44017
Location:LRQA - Monterrey - Batallón de S  
Position Category:Administration/Business Support
Position Type:Employee Fixed Term

The Customer Service Advisor role is responsible for supporting the delivery and operational management of Core Accounts by ensuring an efficient, responsive, and client-focused experience throughout the customer lifecycle. The role works cross-functionally with Planning, Sales, Finance, Legal, Technical and Operational teams to support service delivery, issue resolution, invoicing activities, and overall client satisfaction.

Key Responsibilities

Client Relationship Management & Coordination

• Support day-to-day operational management of Core Accounts.
• Attend client meetings, internal operational meetings, and conference calls as required.
• Act as a key contact for client inquiries, requests, and service-related support.
• Maintain timely communication with clients and internal stakeholders to support a positive client experience.
• Escalate operational risks and issues proactively to minimize potential client complaints.
• Support management with client complaint investigations and resolution activities.

Scheduling & Planning Support

• Liaise with clients to obtain outstanding information required for operational activities and scheduling.
• Support Planning teams by:
• Creating planning tasks
• Following up with clients to confirm audit dates
• Assisting with urgent scheduling activities where required
• Coordinate with auditors, auditor managers, Sales, and operational teams to support timely delivery of services.

:2:

System & Data Management

• Maintain and update BOS records, including:
• Client contacts
• Billing information
• Sites and scopes
• Contract details
• Certification and operational activities
• Update BOS rates for contracts requiring manual intervention.
• Provide and manage client access to the LRQA Portal.
• Ensure operational and client information remains accurate and up to date across systems.

Cross-Functional Collaboration

• Work closely with Sales, Planning, Global Hub, Finance, Collections, Legal and other operational teams to ensure smooth delivery and client support.
• Coordinate with Legal teams where required to review client requests related to contract clause amendments.
• Support management in reviewing and compiling data for reports requested by senior leadership, including pricing-related analysis.

At LRQA, we belive that as a leading Global Leading Assurance and Risk Management Service provider, our talented people are our risk management advantage.

We belive the best outcomes come from diverse perspectives, shared ambition and working together with integrity. That's how we buid a workplace where everyone can contribute, grow and thrive.

Guided by Vision and powered by Expertise, we're united by a shared purpose. If you're driven to make a difference, you'll belong here. 

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