Customer Service Rep I

Job Description

Job Title: CSR1

Location: Monterrey, Mexico

Reports to: Customer Service Supervisor

Job Overview

The CSR1 is responsible for day‑to‑day execution of all areas of customer service and sales support, including call center participation, pre‑sales inquiries, quoting/order entry, issue resolution, and sales reporting. The Customer Experience Representative demonstrates advanced knowledge of products, customer agreements, and sales transactions, and establishes strong relationships with key accounts.

Responsibilities

• Respond promptly and professionally to customer inquiries via phone and email.
• Provide accurate information and assistance on products, quotes, orders, and general inquiries.
• Escalate complex or unresolved customer problems to the appropriate department or supervisor.
• Process customer orders accurately and efficiently, ensuring all necessary information is captured and entered in the system for new equipment sales.
• Coordinate with production, logistics, and other departments to ensure timely and accurate order fulfillment.
• Perform administrative duties such as maintaining customer databases, updating records, processing orders or returns, and preparing and distributing reports.
• Maintain an organized, up‑to‑date case‑management queue for customer queries and relevant information.
• Stay informed about company products, services, and industry trends to provide accurate information.
• Participate in training sessions and ongoing professional development to enhance customer‑service skills.

Qualifications

• High school diploma required.
• Minimum of four (4) years of experience in sales, customer service, marketing, communications, or service, or a relevant bachelor’s degree.
• Ability to work an in‑person and remote hybrid schedule based in Monterrey, Mexico.
• Strong written communication skills across email, chat, and phone.
• Polished interaction with customers and proven ability to capture relevant information quickly.
• Strong curiosity, creative thinking, and a demonstrated ability to solve problems.
• Proficiency with Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint).
• Ability to establish strong external and internal business relationships.
• Ability to deal with ambiguity and manage change effectively.
• Experience with Salesforce, CPQ (configure‑price‑quote), and Oracle ERP is a plus.
• Self‑learning mindset and passion for problem solving.
• Thrives in ambiguous, fast‑moving environments and comfortable handling risk.
• Ability to manage multiple initiatives simultaneously and maintain attention to detail.
• Ability to influence and persuade stakeholders without authority.
• Willingness to travel when required.
• Knowledge of process‑improvement and lean manufacturing concepts.

Benefits & Opportunity

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including Westfield health care for you and your dependents, a contributory pension scheme, life assurance cover, an employee stock purchase plan, and access to global learning and development programs offering accredited and specialist training.

Equal Opportunity Employer

We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department at Globaltalentacquisitions@terex.com.

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