Customer Service Representative

MOLD-MASTERS DME LATIN AMERICA S de RL de CV; Santiago de Querétaro; On-site; MXN 430,144 - 602,202; Full time

Job summary

MOLD-MASTERS DME LATIN AMERICA S de RL de CV in Querétaro, Mexico is looking for a Customer Service Representative – Hot Runner & Parts Specialist to provide excellent parts and service support. In this role, you will assist customers by processing orders, preparing quotations, and ensuring accurate information is delivered promptly.

The ideal candidate should have a technical diploma or degree, at least 2 years of relevant experience, and be proficient in both Spanish and English.

Qualifications

• Minimum 2 years of customer service or related experience in manufacturing.
• Proficiency in ERP systems and CRM tools.
• Ability to handle multiple priorities and customer interactions.

Responsibilities

• Respond to customer inquiries about hot runner systems and parts.
• Prepare quotations and process customer orders accurately.
• Coordinate requirements with internal teams to fulfill customer needs.

Skills

Customer service experience

Technical support

Fluent in Spanish and English

ERP system proficiency

Detail-oriented

Education

Technical diploma or degree

Tools

CRM tool

Microsoft Office

Job description

Customer Service Representative – Hot Runner & Parts Specialist

As a Customer Service Representative – Hot Runner & Parts Specialist, you’ll help customers keep production running with accurate parts and service support that builds long‑term trust. You’ll join Mold‑Masters, a Hillenbrand company, in Querétaro, Mexico, supporting reliable operations, strong customer partnerships, and steady aftermarket growth.

WHAT YOU'LL DO

• Respond to customer inquiries for hot runner systems, spare parts, repairs, and service by confirming requirements, clarifying details, and providing accurate information to support timely next steps.
• Prepare quotations for parts, repairs, and service requests by identifying applicable items, pricing, and lead times with complete documentation so customers receive clear and reliable offers.
• Process customer orders and service transactions in ERP, CRM, and related systems with accuracy so fulfillment, invoicing, and order visibility remain on track.
• Coordinate customer requirements with sales, engineering, manufacturing, logistics, and service teams by sharing technical details, timing needs, and commitments so work moves forward smoothly.
• Support parts identification and routine replacement guidance by using product information, documentation, and internal expertise to improve order accuracy and customer confidence.
• Monitor open orders, repairs, and service requests by tracking status, following up on internal actions, and communicating updates proactively so customers know what to expect.
• Document customer interactions, warranty details, and follow‑up actions in required systems while resolving routine issues directly and escalating more complex matters through established channels.

TEAM

You’ll work closely with colleagues across customer service, sales, engineering, manufacturing, logistics, and service to support customers with respect, clarity, and accountability. You’ll be part of a collaborative environment where different perspectives are valued, belonging matters, and steady customer support helps strengthen both Mold‑Masters and Hillenbrand.

THE EXPERIENCE, SKILLS, AND ABILITIES NEEDED

• A technical diploma, associate degree, bachelor’s degree, or a comparable combination of education and relevant experience.
• At least 2 years of experience in customer service, inside sales support, technical support, order management, or aftermarket parts support in a manufacturing, industrial, or related environment.
• Experience preparing quotations and processing customer orders or service transactions within structured business systems and standard workflows.
• Proficiency with an ERP system, a CRM tool, and Microsoft Office applications to complete daily work accurately.
• Fluent Spanish and English, both written and verbal, at a level that supports customer interactions and internal business coordination.
• Ability to manage multiple priorities, maintain accurate records, and follow through on open items while keeping service quality and responsiveness high.
• Capability to interpret parts‑related information, customer requirements, and service documentation to support routine parts identification and replacement recommendations.
• Sound judgment, professionalism, attention to detail, and willingness to learn new products, systems, and processes as customer needs evolve.

EEO

The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offer opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email [e-mail] with a description of the specific accommodation you are requesting and the job title and requisition number of the position for which you are applying.