Customer Experience & Order Excellence Specialist

Robert's Enterprises, S. de R.L. de C.V.; Tijuana; On-site; MXN 180,000 - 240,000; Full time

Job summary

Robert's Enterprises, S. de R.L. de C.V.

is seeking a Customer Support & Relationship Management professional in Tijuana to handle inbound inquiries via phone and email using Zendesk, educate customers on product features, and proactively follow up during the order lifecycle. In this role, you will process orders, manage documentation, assist with configurations, pricing questions, and policy clarifications while collaborating with internal teams to resolve issues and improve processes.

Qualifications

• Proven customer service experience in fast-paced environments.
• Strong written and verbal English communication skills.
• Ability to educate customers on product features and configurations.
• Experience using Zendesk and Shopify for support workflows.
• Familiarity with SAP and Excel is a strong asset.

Responsibilities

• Handle inbound customer inquiries via phone and email professionally and promptly using Zendesk.
• Categorize and tag inquiries to maintain accurate records.
• Assist customers with configurations, pricing questions, and policy clarifications.
• Provide proactive follow-ups to manage expectations during the order lifecycle.
• Educate B2B customers on features and custom options to support their end customers.
• Identify cross-sell and upsell opportunities to increase product value.
• Maintain a professional, personalized buying experience aligned with brand standards.
• Place and amend orders using portals and ERP systems, and provide order tracking updates.

Skills

Customer service

Zendesk

Communication

Problem-solving

Time management

Teamwork

Attention to detail

Adaptability

Education

Bachelor’s degree or college diploma

Tools

Zendesk Professional Suite

Shopify

SAP

Excel

Job description

Robert's Enterprises, S. de R.L. de C.V.

is seeking a Customer Support & Relationship Management professional in Tijuana to handle inbound inquiries via phone and email using Zendesk, educate customers on product features, and proactively follow up during the order lifecycle. In this role, you will process orders, manage documentation, assist with configurations, pricing questions, and policy clarifications while collaborating with internal teams to resolve issues and improve processes.