Location: monterrey, nle, mx, 66428
function: customer services
about rs group
across the industrial design, manufacturing, and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses.
we provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.
we are one team. We deliver brilliantly. We do the right thing. We make every day better.
about the role
role purpose
the customer service representative's core responsibility is to provide exceptional service for customers through facilitating orders and resolving issues, in a manner that continues the strong customer experience focus at rs.
responsibilities
as a customer experience role model:
1. championing a service excellence belief, striving to make work easy for our customers.
2. ensuring orders are captured in line with our promise and to the highest quality standards.
3. resolving customer issues: both in the moment and working cross-functionally to close the loop and fix issues at root cause.
as a digital advocate:
1. becoming experts in navigating our websites, understanding and promoting our value add services.
2. providing help and support to customers in their online journeys.
acting commercially:
1. providing quote information to customers based on system data.
2. pre-qualify customers and identifying leads for further growth potential.
3. providing backup support for customer calls from sales offices.
4. ensuring customers accounts are handled with strong governance for appropriate support.
how i make a difference in this role
apply customer service experience, operate with passion and focus on best serving customers through delivering timely, helpful support and assisting in process execution and improvement.
candidate requirements
1. high school diploma or general education degree (ged) and one-two years related experience and/or training, or equivalent combination of education and experience.
2. role is bilingual english/spanish in both verbal and written communication.
3. excellent customer service skills – able to demonstrate an inbuilt passion for helping customers.
4. experience of working cross-functionally and collaborating effectively with colleagues to get things done.
5. high attention to detail.
6. highly organized and able to multi-task and prioritize own workloads.
7. preferred college education or equivalent combination of education and experience.
8. college diploma in related field.
9. industry experience in manufacturing, distribution, automation.
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