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Customer Service Rep II

Monterrey, NLE, MX

Position Overview:

This position 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, issues resolution, and sales reporting.  The Inside Sales Rep II is expected to demonstrate advance knowledge of products, customer agreements, and sales transactions.  Establishing strong customer relationships with key accounts make this position a key contributor factor to outstanding service that differentiates the Genie brand from the competition.  Strong initiative, leadership, and problem-solving skills are expected as well as a genuine desire to help customers.

 

Responsibilities:

  • Respond to sales inquiries and requests for quotation in an accurate and timely manner
  • Ensure phone queue support meets established performance goals
  • Receive and process customer orders in a timely, accurate, and efficient manner
  • Identifying proper equipment to meet customers’ application using specification sheets
  • Coordination with intercompany departments to resolve customer inquiries (Logistics, Finance, Production)
  • Ensure that order entry, credits, returns, and other sales transactions are completed under established compliancy guidelines, resulting in auditable documentation
  • Identify, address, and escalate issues
  • Minimize shipping delays through judicious use of hold orders and ship holds and by minimizing will call delays
  • Optimize order fulfillment by monitoring status’, identifying roadblocks, and implementing corrective measures in a timely manner
  • Monitor performance metrics and make recommendations for improvement
  • Engage in process thinking and deploy principles of Lean Management
  • Personal Development / Training
  • Sales Reports
  • Customer visits and training

 

Requirements:

  • High school diploma or equivalent required
  • Minimum of (4) years of experience in Sales, Customer Service, Marketing, Communications, Service working in one of these areas or relevant bachelor's degree
  • English language fluency
  • Ability to work an in-person or remote hybrid work schedule based in Monterrey, Mexico
  • Expert written communication skills across platforms; email, chat, and phone are equal strengths
  • Effective, polished interaction with customers, proven ability to quickly capture relevant information; explain next steps in resolving issues; communicate next steps and status, and inspire confidence
  • Ability to use Microsoft office tools, especially Outlook, Teams, Word, Excel
  • Ability to establish strong external and internal business relations
  • Demonstrated ability to think and act strategically in a fast-paced environment
  • Detailed oriented, good organizational and time management skills
  • Ability to handle stressful situations in positive, tactful manner

 

Nice to have:

  • Bachelor's Degree from an accredited institution in Business, Marketing, or Communication
  • Ability/interest in onboarding in Washington State, USA
  • Salesforce, CPQ (configure price quote) and Oracle ERP experience and the ability to adapt and learn new systems
  • Proficiency in problem-solving through the ability to self-learn, think critically, and have fun while doing it
  • Ability to work in ambiguous situations; effectively manage change; shift gears comfortably; decide and act without having the total picture; comfortable handling risk and uncertainty
  • Assimilate quickly into a team environment
  • Ability to manage and multi-task across several systems at once, and keep on top of details
  • Ability to work in an environment where all ideas are welcome, discussed, and critically analyzed; where once a decision is made, even if it’s not your preference, you go commit to making it a success
  • Ability to travel internationally
  • Knowledge of process improvement and lean manufacturing concepts
  • Enthusiasm to interact with internal Team Members, customers and associated customer-facing processes

If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.

Location: MX-Monterrey HR 

Department: Customer and Product Support 

Job ID: 38763 

 

Terex Overview:

At Terex, we fully embrace the increasingly diverse world around us and strive to create an empowering and welcoming workplace culture. We are a $4.0 billion publicly traded global manufacturer of materials processing and aerial work platform products and services. We are passionate about producing equipment that helps improve the lives of people around the world and providing our team members with a rewarding career and the opportunity to make an impact.   

While our operations are global, each office or factory is a close-knit community.  We value diversity, equity and inclusion, safety, integrity, respect, servant leadership, courage, citizenship, and continuous improvement.  It's an exciting time to be part of the expanding manufacturing sector - come join us!

 

Additional Information:

We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplaceAs an Equal Opportunity Employer, employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status 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 (person or department) at Globaltalentacquisitions@terex.com  

 

The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including paid vacation, 401(k), medical, dental, and vision.

 

Terex Corporation is an Equal Opportunity Employer and Affirmative Action Employer M/F/D/V.