Customer Support Representative - Mexico

Position Description

The Mexico Customer Support Representative will be responsible for handling a high-volume of phone inquiries from R.S. Hughes customers and Outside Sales Reps, regarding pricing, availability, and delivery logistics. This position will manage orders to include order entry, backlog management, and leverage all available resources to meet customer expectations while creating a positive customer experience. This role is expected to adhere to all company policies and safety protocols.

Key Competencies Required to be Successful as a Customer Support Representative

• Guide and process customer orders and inquiries in a fast-paced environment using world-class technology.
• Provide internal support to assigned Sales Representatives regarding any customer problems, complaints, or requests
• Solve customer problems and find best possible solutions
• Help customers navigate RS Hughes' website and place orders online
• Handle complaints within established guidelines and initiate appropriate follow-up and response
• Track orders/trace deliveries that customers have not received to determine status of order and expected time arrival
• Assist customers with returned goods; write up returned goods authorizations for returning merchandise
• Provide knowledgeable answers to questions about products, pricing, and availability
• Respond to shipping inquiries and answer order status questions
• Become a product expert and understand each customer's needs to provide real, effective solutions and deliver exceptional customer service
• Proactively communicate in a timely manner with customers about order verification, order status, pricing, and shipment status
• Coordinates in a timely manner with operations and inventory specialist to verify lead times, schedule customer orders according to their delivery needs and communicate special handling requests
• Provide attention to detail while also multitasking to complete the assignments
• Perform other job duties as assigned
  
  

Education/Certification/Licenses

• Bachelor Degree in administration or related field.
• Minimum of 1 to 2 years of experience in customer service or phone-based support
  
  

Skills That Will Make You Successful

• Excellent verbal and written communication skills.
• Excellent data entry skills.
• Results driven
• Detailed oriented
• Strong problem-solving skills
• Ability to work independently with limited supervision
• Strong computer and organizational skills