Customer Service Specialist — Order-to-Delivery Expert

Watlow; Santiago de Querétaro; Presencial; MXN 223.000 - 357.000; Jornada completa

Descripción de la vacante

Watlow is seeking a Customer Service Representative in Querétaro, Mexico to drive exceptional order accuracy and timely delivery. The role focuses on order entry, tracking shipments, processing credits and RMAs, and cross-functional collaboration to resolve issues and improve the customer experience.

Responsibilities include coordinating with Planning, Production, Shipping, and Supply Chain, maintaining accurate records, and supporting quotes and documentation.

Formación

• Strong attention to detail and commitment to accuracy.
• Excellent written and verbal communication.
• Customer-focused mindset with professionalism and patience.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Proficiency with Microsoft Excel.
• Experience with ERP or CRM systems preferred.
• Strong problem-solving and critical-thinking abilities.
• Ability to work independently and collaboratively.

Responsabilidades

• Manage full customer order lifecycle, including entry, validation, updates, and maintenance within ERP systems.
• Serve as the primary customer contact for order status, product availability, pricing, delivery schedules, and account-related inquiries.
• Ensure order accuracy by reviewing purchase orders, pricing, configurations, and delivery requirements.
• Coordinate with Planning, Production, Shipping, and Supply Chain teams to support on-time order fulfillment and shipment tracking.
• Investigate and resolve customer issues related to orders, pricing, product concerns, delays, invoicing, and returns.
• Manage RMAs and customer credit processes in compliance with company policies.
• Prepare and maintain customer quotes, LOAs, and other required documentation.
• Utilize customer portals and internal systems to update orders, provide shipment information, and maintain accurate records.
• Collaborate cross-functionally with Sales, Operations, Quality, Engineering, and other departments to address customer needs.
• Identify process improvement opportunities to enhance operational efficiency, service quality, and customer satisfaction.

Conocimientos

Attention to detail

Written & verbal communication

Customer-focused

Multitasking & time management

Excel proficiency

ERP/CRM systems experience

Problem-solving

Independent and collaborative

Educación

1–3 years in customer service (industrial/B2B)

Herramientas

Excel

ERP/CRM software

Descripción del empleo

Watlow is seeking a Customer Service Representative in Querétaro, Mexico to drive exceptional order accuracy and timely delivery. The role focuses on order entry, tracking shipments, processing credits and RMAs, and cross-functional collaboration to resolve issues and improve the customer experience.

Responsibilities include coordinating with Planning, Production, Shipping, and Supply Chain, maintaining accurate records, and supporting quotes and documentation.