Job Description

Why work at Watlow?

Would you like to work in the fascinating world of industrial technology? Watlow is a global leader in technology and manufacturing. For over 100 years, we have been dedicated to providing world-class engineering through innovative thermal products and systems that drive our customers' success and improve people's lives around the world.

Our corporate values guide us at all times: Always do the right thing, Learn and improve continuously, Respect everyone, and Lead with service and humility.

At Watlow Mexico, we offer a positive work environment, cutting-edge technology, and excellent professional development opportunities at our three plants located in El Marqués, Querétaro.

Position Summary

The Customer Service Representative is responsible for delivering exceptional service to customers by accurately entering and managing orders, tracking shipments, processing credits and RMAs, and resolving issues throughout the order to delivery cycle. This role requires strong attention to detail, effective communication, and the ability to work cross functionally to ensure customer needs are met with accuracy and urgency. The representative also supports quoting activities, utilizes customer portals, and contributes to process improvements that enhance the overall customer experience.

Responsabilities.

• Manage the full customer order lifecycle, including order entry, validation, updates, and maintenance within ERP systems.
• Serve as the primary customer contact for order status, product availability, pricing, delivery schedules, and account-related inquiries.
• Ensure order accuracy by reviewing purchase orders, pricing, configurations, and delivery requirements.
• Coordinate with Planning, Production, Shipping, and Supply Chain teams to support on-time order fulfillment and shipment tracking.
• Investigate and resolve customer issues related to orders, pricing, product concerns, delays, invoicing, and returns.
• Manage Return Material Authorizations (RMAs) and customer credit processes in compliance with company policies.
• Prepare and maintain customer quotes, Letters of Authorization (LOAs), and other required documentation.
• Utilize customer portals and internal systems to update orders, provide shipment information, and maintain accurate records.
• Collaborate cross-functionally with Sales, Operations, Quality, Engineering, and other departments to address customer needs.
• Identify process improvement opportunities to enhance operational efficiency, service quality, and customer satisfaction.

Skills & Qualifications

• Strong attention to detail and commitment to accuracy.
• Excellent written and verbal communication skills.
• Customer focused mindset with professionalism and patience.
• Ability to multitask, prioritize, and manage time effectively in a fast paced environment.
• Proficiency with Microsoft Office applications, especially Excel.
• Experience with ERP or CRM systems preferred.
• Strong problem solving and critical thinking abilities.
• Ability to work independently and collaboratively.

Education & Experience

• College degree required.
• 1–3 years of experience in customer service, preferably in an industrial or B2B environment.
• Experience with order entry and transactional accuracy strongly preferred.

Benefits: The Watlow Total Compensation Plan

Your and your family's health, well-being, and financial stability are a priority for us. The Watlow Total Compensation Plan includes competitive compensation and a range of benefits to enhance your career:

• Salary paid bi-weekly
• Major and minor medical insurance
• Dental insurance
• Vision insurance
• Savings fund (13%)
• Grocery vouchers (10%)
• Vacation days: 1st year - 13 days (Increasing each year according to the law + 1 additional day)
• Vacation bonus (50%)
• End of year bonus: 27 days
• Legal benefits