Customer Service Representative

POSITION OVERVIEW

The Customer Service Representative – Junior/Mid-Level is the first point of contact for our US and Mexican customers by phone and email. This role handles order entry, order status, delivery follow-up, and first-level inquiry resolution, and it routes technical or commercial topics to the right internal owner. It is an excellent entry point into an international B2B industrial business: you will learn our product portfolio, our ordering systems, and how our customers actually use our products.

This is a mid-level position. We are looking for someone with strong communication discipline, accurate data entry, and the willingness to learn a technical product line - not someone who already knows printing. This role supports customers across the United States, Mexico, and Central America, so fluency in both English and Spanish is essential. Depending on the candidate's experience, the position is filled at the Junior (CSR I) or Mid-Level (CSR II) tier; the responsibilities below scale accordingly.

KEY RESPONSIBILITIES

Serve as the primary point of contact for inbound customer phone calls and emails, responding promptly and professionally.

Enter, review, and confirm customer orders in the ERP system, verifying part numbers, quantities, pricing, and requested delivery dates.

Confirm order acknowledgements, lead times, and ship dates to customers, and proactively communicate any changes or delays.

Track open orders, backorders, and partial shipments; follow up internally until the customer has a clear answer.

Prepare standard quotations for parts and consumables using approved price lists, and forward non-standard or negotiated requests to Sales.

Document every customer interaction, keeping records complete and searchable.

Triage and escalate technical questions, quality claims, and complaints to Field Service, Application Engineering, or the appropriate product specialist, following the escalation path and agreed response times.

Process return requests and support the return authorization (RMA) process, including documentation and credit follow-up.

Support invoice and payment inquiries by retrieving invoice copies, matching purchase orders, and coordinating with Accounting.

Maintain customer master data, contact records, and account notes so that information is current and reliable.

Coordinate with the warehouse and logistics providers on shipment status, tracking, and delivery exceptions.

Recognize recurring customer issues and report them to the Customer Service/Operations Manager with a clear description of the pattern.

Support the sales team with administrative follow-up as needed.