Customer Service Representative

Optimas Solutions Ltd; Monterrey; Presencial; MXN 300.000 - 420.000; Jornada completa

Descripción de la vacante

Optimas Solutions Ltd is seeking a Customer Service Representative to handle and process requests from a booked list of customers. The role requires attention to detail, excellent communication, and collaboration with multiple departments to ensure timely and accurate responses.

The ideal candidate has 4+ years in customer service, preferably in distribution or fasteners, with strong MS Office and CRM proficiency.

Formación

• 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 organization and multitasking abilities.
• Attributes: Customer-focused, proactive, able to work independently and in a team.

Responsabilidades

• Serve as the first point of contact for customers and ensure professional communication.
• Respond to inquiries via phone, Teams, and email within 3 hours.
• Collaborate with sales, engineering, procurement, and other departments to gather information.
• Review, process and fix customer orders and requests to ensure timely execution.
• Manage JIT orders, backorders and partial shipments.
• Create and manage RMAs and credit memos as needed.

Conocimientos

Excellent communication

Interpersonal skills

Organizational skills

CRM experience

MS Office

Educación

College education or bachelor’s degree

Herramientas

CRM systems

Microsoft Office Suite

Descripción del empleo

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
• Respect
• 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.