Customer Service Representative

Watlow; La Cañada; On-site; MXN 216,000 - 324,000; Full time

Benefits offered by this job

Bi-weekly pay

Medical insurance

Dental insurance

Vision insurance

Savings plan

Grocery vouchers

Vacation days

Vacation bonus

End of year bonus

Legal benefits

Job summary

Watlow Mexico, part of the global Watlow family, is seeking a Customer Service Representative to support orders, track shipments, and resolve issues across the order-to-delivery cycle at our El Marqués plants in Querétaro.

The role requires strong attention to detail, effective communication, and teamwork with Planning, Production, and Shipping to ensure on-time fulfillment and customer satisfaction.

Qualifications

• College degree required.
• 1–3 years of customer service experience in industrial or B2B environments.
• Experience with order entry and transactional accuracy preferred.
• Proficiency with ERP/CRM systems is a plus.

Responsibilities

• Manage full order lifecycle from entry to updates and maintenance in ERP.
• Serve as primary contact for order status, pricing, delivery, and inquiries.
• Ensure order accuracy by reviewing PO, pricing, configurations, and delivery needs.
• Coordinate with Planning, Production, Shipping, and Supply Chain to ensure on-time fulfillment.
• Investigate and resolve customer issues related to orders, pricing, and returns.
• Handle RMAs and customer credit processes per policy.

Skills

Attention to detail

Communication skills

Customer-focused

Time management

Excel proficiency

ERP/CRM experience

Education

College degree

Tools

Excel

ERP/CRM systems

Job description

Why work at Watlow?

Would you like to work in the fascinating world of industrial technology? Watlow is a global leader in technology and manufacturing. For over 100 years, we have been dedicated to providing world-class engineering through innovative thermal products and systems that drive our customers' success and improve people's lives around the world.

Why work at Watlow?

Would you like to work in the fascinating world of industrial technology? Watlow is a global leader in technology and manufacturing. For over 100 years, we have been dedicated to providing world-class engineering through innovative thermal products and systems that drive our customers' success and improve people's lives around the world.

Our corporate values guide us at all times: Always do the right thing, Learn and improve continuously, Respect everyone, and Lead with service and humility.

At Watlow Mexico, we offer a positive work environment, cutting-edge technology, and excellent professional development opportunities at our three plants located in El Marqués, Querétaro.

Position Summary

The Customer Service Representative is responsible for delivering exceptional service to customers by accurately entering and managing orders, tracking shipments, processing credits and RMAs, and resolving issues throughout the order‑to‑delivery cycle. This role requires strong attention to detail, effective communication, and the ability to work cross‑functionally to ensure customer needs are met with accuracy and urgency. The representative also supports quoting activities, utilizes customer portals, and contributes to process improvements that enhance the overall customer experience.

Responsabilities.

• Manage the full customer order lifecycle, including order entry, validation, updates, and maintenance within ERP systems.
• Serve as the primary customer contact for order status, product availability, pricing, delivery schedules, and account-related inquiries.
• Ensure order accuracy by reviewing purchase orders, pricing, configurations, and delivery requirements.
• Coordinate with Planning, Production, Shipping, and Supply Chain teams to support on‑time order fulfillment and shipment tracking.
• Investigate and resolve customer issues related to orders, pricing, product concerns, delays, invoicing, and returns.
• Manage Return Material Authorizations (RMAs) and customer credit processes in compliance with company policies.
• Prepare and maintain customer quotes, Letters of Authorization (LOAs), and other required documentation.
• Utilize customer portals and internal systems to update orders, provide shipment information, and maintain accurate records.
• Collaborate cross‑functionally with Sales, Operations, Quality, Engineering, and other departments to address customer needs.
• Identify process improvement opportunities to enhance operational efficiency, service quality, and customer satisfaction.

Skills & Qualifications

• Strong attention to detail and commitment to accuracy.
• Excellent written and verbal communication skills.
• Customer‑focused mindset with professionalism and patience.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Proficiency with Microsoft Office applications, especially Excel.
• Experience with ERP or CRM systems preferred.
• Strong problem‑solving and critical‑thinking abilities.
• Ability to work independently and collaboratively.

Education & Experience

• College degree required.
• 1–3 years of experience in customer service, preferably in an industrial or B2B environment.
• Experience with order entry and transactional accuracy strongly preferred.

Benefits: The Watlow Total Compensation Plan

Your and your family's health, well‑being, and financial stability are a priority for us. The Watlow Total Compensation Plan includes competitive compensation and a range of benefits to enhance your career:

• Salary paid bi-weekly
• Major and minor medical insurance
• Dental insurance
• Vision insurance
• Savings fund (13%)
• Grocery vouchers (10%)
• Vacation days: 1st year - 13 days (Increasing each year according to the law + 1 additional day)
• Vacation bonus (50%)
• End of year bonus: 27 days
• Legal benefits