Customer Service Representative

Axiom; Tlaquepaque; On-site; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Competitive Salary

Life & Medical insurance

Christmas Bonus

Food Coupons

Saving Fund

Job summary

Axiom Guadalajara is seeking a Customer Service Representative to communicate with customers, manage orders, track shipments, and coordinate with warehouse and logistics to ensure accurate fulfillment.

You will work under the Manager, Customer Service, require a Bachelor’s in a related field, advanced Excel, ERP/EDI experience, and excellent English. The team emphasizes candor, collaboration, and continuous learning while delivering high‑quality service.

Qualifications

• Bachelor's degree in a related field.
• Advanced Excel proficiency.
• Experience in Customer Service, Order Management, Supply Chain or Production Control in manufacturing.
• Experience handling customer purchase orders, forecasts, and order fulfillment.

Responsibilities

• Communicate with customers and handle inquiries with care and efficiency.
• Coordinate Orderboard, RMA, CMA, AR, OTD, Sales and Export process.
• Track customer demand, receive purchase orders, and coordinate production planning.
• Provide product training to manufacturing/process engineers and support supply chain.

Skills

Advanced Excel

Customer service

Order management

Supply chain awareness

Logistics coordination

ERP systems

EDI knowledge

Cross-functional teamwork

English communication

Education

Bachelor's degree in Business Administration, Supply Chain Management, International Business, or Industrial Engineering

Tools

ERP systems

EDI transactions

CRM software

Job description

Axiom builds the digital and electrical infrastructure powering the AI era. We design, build and deploy integrated power, thermal and compute solutions that help data centers, utilities and innovators scale faster, operate more efficiently and meet growing demand.

Built on decades of manufacturing expertise, global operations and a proven ability to deliver complex systems at scale, Axiom combines innovation with real-world execution. We\'re helping close the gap between what the future demands and what the world can deliver.

At Axiom, you\'ll take on meaningful challenges, be trusted with real responsibility, and work alongside people who value candor, collaboration, and continuous learning.

To support our extraordinary teams who build great products and contribute to our growth, we\'re looking to add a Customer Service Representative located on Flex Guadalajara.

Reporting to the Manager, Customer Servicethe Customer Service Representative This role will be In-charge of communicating with customers and deal with customer\'s inquirie

What a typical day looks like:

• Appropriately utilize system applications and resources to accurately and effectively in providing a comprehensive and high-quality services for all customer needs
• Handle enquiries, and resolve customer problems and complaints with care and efficiency and ensure one call resolution
• Maintain customer service standards during high-pressure situations such as increased call volume, fewer resources or demanding customers
• Interpret customer needs, recognize symptoms, causes and solutions.
• Identify situations in which the customer requires further explanation or training and effectively provide a solution for the customer as needed
• Demonstrate clear speaking and writing skills in English, and minimize the use of jargon to best ensure customer comprehension
• In charge of tracking relevant metrics and drive action items based on results KPIs.
• Coordinate Orderboard, RMA, CMA, AR, OTD, Sales and Export Process.
• SOX controls knowledge validation prices, incoterms, terms of payment and agreements.
• Coordination with the warehouse and logistics area of shipments following the shipping instructions requested by the customer, comprehension incoterms and import of records.
• Correct follow-up and coordination of the different operational areas involved in the planning of production and delivery of FG of a project, in order to help the client in all their requisitions, exceeding their expectations.
• Monitoring of customer demand, reception of purchase orders and coordination with material and production control for the manufacture of the models requested as a priority by the customer
• Business and Operations Knowledge EDI, CTO, BTO, BTF, Bilateral and Triangular Invoicing Process.
• Create CMF, MRF and PQR.
• Involve in CFT, Operations and customer meetings
• Provide support to supply chain to integrate parts derived from the vertical integration or localization effort
• Provide product training to the manufacturing/process engineers for better understanding of the product.
• Request, handle and administrate golden samples, engineering samples of final product and/or piece parts
• Establish, operate, and maintain a standard method for technical information interchange with the customer to control and preserve information of NPI transferred projects
• Inspection of customer product parts and assemblies through model files using Computer-aided Design (CAD) system
• Evaluate and identify course of action of Product Change Notification (PCN) and Manufacturing Change Order (MCO)
• Ability to take additional responsibilities of the Manufacturing Engineer depending on the size and complexity of the customer product

The experience we\'re looking to add to our team:

• Bachelor\'s degree in Business Administration, Supply Chain Management, International Business, Industrial Engineering, or a related field.
• Advanced excel
• Experience in Customer Service, Order Management, Supply Chain, Materials Planning, Production Control, or Account Management within a manufacturing environment.
• Experience managing customer purchase orders, forecasts, demand planning, and order fulfillment processes.
• Strong knowledge of logistics, import/export operations, shipping processes, and Incoterms.
• Experience coordinating cross-functional teams, including Production, Planning, Materials, Warehousing, Logistics, Sales, and Finance.
• Knowledge of RMA (Return Material Authorization), customer claims management, and order board administration.
• Understanding of SOX controls, pricing validation, payment terms, commercial agreements, and compliance requirements.
• Experience working with ERP systems and customer management tools.
• Knowledge of EDI transactions and order fulfillment models such as CTO (Configure-to-Order), BTO (Build-to-Order), and related invoicing processes.
• Ability to analyze KPIs, track operational metrics, and drive corrective actions based on results.
• Strong problem-solving, analytical, and organizational skills.
• Excellent customer service mindset with the ability to resolve customer issues efficiently and achieve one-call resolution.
• Strong verbal and written communication skills in English.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Experience participating in customer meetings, operational reviews, and cross-functional team discussions.

What you\'ll receive for the great work you provide:

• Competitive Salary.
• Life & Medical insurance.
• Christmas Bonus.
• Food Coupons.
• Saving Fund.

KC10

Axiom is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. We do not discriminate based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law. We\'re happy to provide reasonable accommodations to those with a disability for assistance in the application process. Please email [e-mail] and we\'ll discuss your specific situation and next steps (NOTE: this email does not accept or consider resumes or applications. This is only for disability assistance. To be considered for a position at Axiom, you must complete the application process first).