Customer Service Rep MX

Rsgroup; Monterrey; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

RS Group is hiring a Customer Service Representative for a hybrid role in Monterrey. The position focuses on delivering exceptional service, facilitating orders, and resolving issues to support sales and growth for industrial customers.

You will assist customers online and by phone, promote RS Group’s digital services, and ensure accurate, timely information and quotes are provided. Bilingual English/Spanish required.

Qualifications

• GED or high school diploma and 1–2 years related experience.
• Bilingual English/Spanish in spoken and written communication.
• Experience working cross-functionally and collaborating effectively.

Responsibilities

• Provide exceptional customer service while facilitating orders and resolving issues.
• Navigate company websites and promote value-added digital services.
• Quote information based on system data and pre-qualify leads.
• Offer backup support for customer calls from Sales offices and ensure governance.

Skills

Bilingual English/Spanish

Excellent Customer Service

Cross-functional Collaboration

Education

High school diploma or GED

College diploma

Job description

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Customer Service Rep MX

Location:

Monterrey, NLE, MX, 66428

Function: Customer Services

Work Location: Hybrid

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

As a customer experience role model:

• 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

As a Digital advocate:

• 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

Acting Commercially:

• 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

• 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
• High attention to detail
• Highly organized and able to multi-task and prioritize own workloads
• Preferred college education or equivalent combination of education and experience.
• College diploma in related field
• Industry experience in manufacturing, distribution, automation