Customer Service Representative Toluca, Mx

Cosentino Group; Toluca; On-site; MXN 223,000 - 357,000; Full time

Job summary

Stone Systems in Toluca, MX is seeking a Shared Customer Service Representative to join our expanding team at headquarters. The role focuses on coordinating customer service activities and maintaining strong client relationships in a multinational environment.

The ideal candidate has minimum 5 years of customer service experience, proficiency in English, and strong skills in MS Office. You will support order processing, KPI reporting, and staff training as part of Shared Services.

Qualifications

• Minimum 5 years of customer service experience.
• Proficient in English.
• Proficiency in Microsoft Office (Excel, Outlook).

Responsibilities

• Coordinate and control the activities of the customer service team to maintain relationships.
• Meet organizational and operational objectives.
• Assist with order processing challenges and ensure accuracy.

Skills

Time management

Customer service

Organization & planning

Written and verbal communication

Leadership

Decision making

Tools

Microsoft Office

Job description

What are we looking for

Would you like to be part of the world's leading producer of building materials that inspire architectural and decorative solutions? Are you passionate about the distribution of products that inspire the life of many people?

At Stone Systems () we are looking for a Shared Customer Service Representative for our headquarters located in Toluca, MX, who will have the opportunity to work in a multinational environment, in full expansion, surrounded by numerous challenging projects that you can be part of.

What you will do

The Shared Services Support position coordinates and controls the activities of the customer service team to maintain and enhance customer relationships. They are also responsible for meeting organizational and operational objectives.

Job Expectations:

• Collaborate with the Shared Services Customer Service Manager
• Plan, prioritize, and delegate work tasks to ensure the proper functioning of the department
• Maintain high customer service levels
• Implement policies and procedures
• Assist with complex challenges of the order processing
• Monitor accuracy of Shared Services team members
• Receive payments for order changes
• Identify and implement strategies to improve quality of service, productivity, and profitability
• Prepare and deliver KPI analysis of CS team
• Coordinate and manage customer service projects and initiatives
• Identify and address staff training and coaching needs
• Update Daily Reporting
• Communicate with local managers
• Backup support for all team functions
• Promotes cooperation and commitment within a team to achieve goals and deliverables
• Other duties as assigned by management

Roles and responsibilities may evolve based on business needs; additional duties may be assigned without prior notice or consent.

What you need to succeed

EXPERIENCE
Required:

• Minimum 5 years of customer service experience

Desired:

• Experience with Job Tracker
• Stone, industrial, and manufacturing industry experience

LANGUAGE
Required:

• Proficient in English

KNOWLEDGE
Required:

• Proficiency in Microsoft Office (Excel, Outlook, etc.)

SKILLS
Required:

• Excellent time management skills and ability to multi-task and prioritize work in an extremely fast-paced environment
• Customer Service oriented
• Strong organizational and planning skills in a fast-paced environment
• Excellent written and verbal communication skills
• Leadership skills
• Quick decision-making skills and ability to solve problems

What we do offer