Customer Service Rep

RS Group; Monterrey; On-site; MXN 150,000 - 230,000; Full time

Job summary

RS Group is seeking a Customer Service Representative in Monterrey to support industrial customers by facilitating orders and resolving issues with a focus on a high-quality, streamlined experience.

The role requires bilingual English/Spanish communication, strong problem-solving, and the ability to navigate online platforms to assist customers and promote RS Group's digital services.

Qualifications

• High school diploma or equivalent with 1–2 years related experience or training.
• Bilingual in English and Spanish for written and verbal communication.
• Excellent customer service skills with a customer-first mindset.
• Experience working cross-functionally to deliver results.
• Strong written and verbal communication, and attention to detail.

Responsibilities

• Champion service excellence to ease the customer experience, internally and externally.
• Ensure orders are captured accurately and processed to high quality.
• Resolve issues by coordinating with product, shipping, payment, and other teams.
• Navigate company websites and promote value-added digital services.
• Assist customers in finding products and understanding functionality online.
• Provide accurate quote information from system data.
• Pre-qualify customers and identify leads for growth.
• Provide backup support for customer calls from Sales offices.
• Maintain governance and appropriate support for customer accounts.

Skills

Bilingual English/Spanish

Customer service

Cross-functional collaboration

Written/verbal communication

Attention to detail

Multi-tasking

Organized

Education

High school diploma

GED

College diploma (preferred)

Tools

CRM software

Job description

Sectior Customer Services Role Assistant Contract Type Permanent Hours Full Time

About RS Group

RS is a high-service global product and service solutions provider for industrial customers, enabling them to operate efficiently and sustainably.

We operate in 33 markets, stock over 875,000 industrial and specialist products and list an additional five million relevant for our industrial customers, sourced from over 2,500 suppliers. This extensive range supports our customers across the industrial lifecycle of designing, building and maintaining equipment and operations. We enhance their experience through a tailored service model, leveraging our efficient physical, digital and process infrastructure sustainably. We combine a technically led and digitally enabled approach with an exceptional team of experts; ultimately, it's our people that make the difference.

Our purpose, making amazing happen for a better world, reflects our focus on delivering results for people, planet and profit.

About the role

Role Purpose

The Customer Service Representative's core responsibility is to provide exceptional service for customers through facilitating orders and resolving issues, in a manner that continues the strong customer experience focus at RS. The focus of the team is to add value, remove complexity in the process and ultimately free up time, enabling our Sales teams to develop and grow accounts. a sentence or two as a high-level summary of the overall role purpose.

Responsibilities

• Championing a service excellence belief, striving to make work easy for our customers. Both internally and externally.

• Ensuring orders are captured in line with our promise and to the highest quality standards

• Resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause: through direct work or coordinating activity with other departments - regarding product issues, shipping problems, payment issues, and more

• Becoming experts in navigating our websites, understanding and promoting our value add services

• Providing help and support to customers in their online journeys: providing assistance in finding products, understanding functionality and educating on the benefits of our digital services

• Providing quote information to customers based on system data (not independent judgment).

• Pre-qualify customers and identifying leads for further growth potential

• Providing backup support for customer calls from Sales offices
• Ensuring customers accounts are handled with strong governance for appropriate support

How I make a difference in this role

Apply customer service experience, operate with passion and focus on best serving customers through delivering timely, helpful support and assisting in process execution and improvement.

Org Structure

Customer Service Manager

Customer Service Supervisor

Customer Service Representative

Candidate Requirements

Essential Skills & Experience

• High school diploma or general education degree (GED) and one-two years related experience and/or training, or equivalent combination of education and experience.

• Role is bilingual english/spanish in both verbal and written communication.

• Excellent Customer Service skills - able to demonstrate an inbuilt passion for helping customers

• Experience of working cross-functionally and collaborating effectively with colleagues to get things done

• Strong written/verbal communication skills

• High attention to detail

• Highly organized and able to multi-task and prioritize own workloads

Desirable Skills & Experience

• Preferred college education or equivalent combination of education and experience.

• College diploma in related field

• Industry experience in manufacturing, distribution, automation #LI-CC1

Company

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Visit this company’s hub to learn about their values, culture, and latest jobs.