Customer Service Representative

optimas; Monterrey; Presencial; MXN 201.000 - 312.000; Jornada completa

Descripción de la vacante

Optimas Solutions in Monterrey, Mexico, is seeking a Customer Service Representative to handle a defined book of customers, ensuring accurate responses and service excellence. The role requires 4+ years in customer service, a college degree, and strong communication, with proficiency in Microsoft Office and CRM systems; you will collaborate with sales, engineering and procurement.

This full-time, on-site position follows US hours and emphasizes attention to detail, multitasking, and timely issue

Formación

• Education: College education or bachelor’s degree.
• Experience: 4+ years in customer service, preferably in a distribution or fastener background.
• Skills: communication, organization, CRM proficiency, data accuracy.

Responsabilidades

• Serve as first point of contact for customers via phone, Teams, and email.
• Coordinate with sales, engineering, procurement and other departments to gather necessary information.
• Process and fix EDI orders and manage JIT, backorders, and partial shipments.
• Run days on hand report and manage RMAs and credits.
• Conduct weekly meetings with customers to review stock levels.

Conocimientos

Communication skills

Organizational skills

Customer-focused

Problem-solving

Educación

College education or bachelor’s degree

Herramientas

Microsoft Office Suite

CRM systems

Descripción del empleo

Customer Service Representative (Tier 3)

About Optimas Solutions:

Optimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.

Our Values are the THREAD that connects us as one team to ensure that we are accountable for our contributions to the success of our company and customers:

• Teamwork
• Honesty
• Respect
• Excellence
• Accountability
• Drive

To learn more, please visit our website http://www.optimas.com

Position overview:

We are currently seeking a highly motivated, driven and dedicated Customer Service Representative to join our customer service team. This team member will be responsible for handling and processing all requests from an assigned book of customers. This role requires a high level of attention to detail, excellent communication and interpersonal skills, and the ability to work closely with various departments to ensure timely and accurate responses to customer inquiries. The ideal candidate will be proactive, customer-focused, and able to manage multiple tasks efficiently.

Main Responsibilities

• Customer Interactions and support:
  • Serve as the first point of contact for customers, ensuring professional and efficient communication.
  • Respond to customer inquiries via phone, Teams meetings and email ticketing platforms within 3 hours.
• Internal Collaboration:
  • Work seamlessly with sales, engineering, procurement, and other departments to gather necessary information.
  • Participate in daily stand-up calls and internal segment team calls to ensure alignment and efficient teamwork.
• Customer Management and Order Processing:
  • Review, process and fix customer EDI orders/requests to ensure accurate and timely execution.
  • Manage JIT (Just In Time) orders, backorders and partial shipments
  • Run and maintain the days on hand report
  • Proactively work with the Engineering team to identify possible substitutes for low inventory parts
  • Work with plant managers/Production associates to ensure we have the correct stock levels for daily production.
  • Create, investigate and expedite hot orders to address urgent customer needs.
  • Provide pricing and availability details for requested parts.
  • Conduct Open Order report reviews to manage and resolve backorder issues effectively.
  • Create and manage Return Merchandise Authorizations (RMAs), credit memos as needed.
  • Conduct weekly meetings with customers to review the days on hand report.

Skills and Qualifications

The ideal candidate must have the following competencies:

• Education: College education or bachelor’s degree required.
• Experience: 4+ years of customer service experience, preferably in a distribution, fastener background.
• Skills:
  • Excellent communication and interpersonal skills
  • Strong organizational skills with the ability to manage multiple tasks and priorities
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems
  • Attention to detail and accuracy in data entry and documentation
• Attributes:
  • Customer-focused with a positive attitude and strong problem-solving abilities
  • Ability to work independently as well as part of a team
  • Comfortable working in a fast-paced environment with tight deadlines
• Schedule: Full-time position, Monday through Friday (US Hours), with occasional overtime as required.
• Environment: Office-based role

Compensation

At Optimas we believe in having a competitive compensation scheme to motivate and retain our employees. More information will be given throughout the process.

Optimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.