Customer Service Representative

Optimas Solutions; Xico; On-site; MXN 260,000 - 420,000; Full time

Job summary

Optimas Solutions está buscando un Representante de Servicio al Cliente para unirse al equipo. El/la candidato(a) ideal tendrá experiencia en atención a clientes, capacidad para trabajar con múltiples departamentos y gestionar pedidos de forma proactiva para asegurar respuestas rápidas y precisas.

El puesto es de tiempo completo y se centra en ofrecer soporte de alta calidad, manejo de pedidos EDI y resolución de consultas con un enfoque en la satisfacción del cliente.

Qualifications

• Formación universitaria completa requerida.
• Mínimo 4 años de experiencia en servicio al cliente.
• Excelentes habilidades de comunicación e interpersonal.
• Capacidad para gestionar múltiples tareas y prioridades.
• Experiencia con CRM y Office.

Responsibilities

• Ser el primer punto de contacto para clientes, con comunicación profesional.
• Responder consultas por teléfono, Teams y correo en 3 horas.
• Colaborar con ventas, ingeniería y compras para obtener datos.
• Participar en reuniones diarias para alinear al equipo.
• Gestionar pedidos EDI, backorders y envíos parciales.
• Mantener el informe de días disponibles y stock.
• Identificar sustitutos de piezas de inventario bajo.

Skills

Excelente comunicación

Organización

Atención al detalle

Experiencia CRM

Microsoft Office

Education

Licenciatura o carrera universitaria

Tools

CRM systems

Microsoft Excel

MS Outlook

Job description

Customer Service Representative

Empresa : Optimas Solutions Tipo de empleo : Tiempo completo Monterrey, Mexico

Descripción del trabajo - Customer Service Representative

Description

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

• T eamwork
• H onesty
• R espect
• E xcellence
• A ccountability
• D rive

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:

• 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.
• 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.
• 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.