Customer Service Representative

**Customer Service Representative - Bilingual**

**Duties and Responsibilities**:
**LOCATION INFORMATION**:
Position located in Queretaro office. Individuals hired for this position are part of the US Domestic CSR team, servicing RotoMetrics customers based exclusively in the US.
This position reports to Supervisors & Management located in the US.
Training and travel opportunities will be provided, to ensure cohesion with the larger US Domestic CSR team.

**Primary responsibility**:
Inside sales. Act as the face of RotoMetrics to customers, while managing the needs of the customer through all channels.
Manage all quote and order requests within one hour of receipt.

**Daily duties**:
Provide best-in-class customer service to internal and external customers.
Configure, communicate, and follow-up on verbal or written quotations to secure orders

Configure & process new orders in a timely manner and strive towards an overall reduction of order entry processing time
Enter die line requests, Tech Support, Engineering, and drawing requests.
Educate customers about terminology to improve order entry process and customer satisfaction.
Collaborate with Engineering and Manufacturing departments to meet customers’ expectations by providing a complete drawing package.
Support Manufacturing facilities’ efforts to maximize revenue on a monthly, quarterly, and yearly basis by driving down units on shipping hold.
Work with other departments to manage return authorizations, customer concessions, milestone billing, and overdue invoices.

Monitor expedited shipment dates to ensure customer requirements are met
Ensure customer files and notes in CRM are current and up to date.
Identify trends in customer satisfaction or dissatisfaction and communicate with Account Managers and Management as needed.
Cultivate an open communication environment.
Meet assigned revenue objectives.
Provide all necessary competitive information regarding price targets and production locations.
Promote waste minimization, energy conservation, and other efforts to meet environmental objectives
Other duties as assigned to meet departmental and Company objectives.

Must be fluent in English in a technical or manufacturing environment (written & spoken)
Bachelor's degree (B.A. or B.S.) from four-year college/university in business, sales, or engineering, and minimum two years’ experience acting as a customer service representative configuring products or parts
OR
GED/high school diploma with a minimum of four years’ experience acting as a customer service representative configuring products or parts
Ability to sit for extended periods of time
Ability to wear personal protective equipment (if entering designated manufacturing areas)-safety shoes, safety glasses, hearing protection, etc.

Job Qualifications and Experience

Excellent organizational skills
Excellent verbal and written communication skills
Proficiency in Microsoft Outlook, Teams, Word, and Excel
Self-motivation to own complicated tasks with mínimal supervision
Willingness to report to remote Supervisors located in US
Basic mechanical aptitude and ability to read dimensional prints
Ability to problem-solve and handle rejection while maintaining professionalism and motivation

Willingness to constantly learn new processes, terminology, and products
Proficiency in basic algebra
Salesforce and/or Oracle CRM experience are a plus
Experience in an industrial or manufacturing environment is a plus
Tag and Label industry knowledge and experience are a plus

Salaried