Customer Service Representative

Location: Av. hirify.global #40, Parque Industrial Nuevo Nogales, 84094 Nogales, Sonora, Mexico

Company

hirify.global Innovations develops and manufactures products across plumbing, doors, and security, including Master Lock, American Lock, and Sentry Safe brands.

What you will do

• Receive and enter international customer orders and verify purchase orders against customs compliance requirements.
• Handle customer requests through phone and email, including product information, order status, quotes, defective products, returns, credit memos, and debit memos.
• Monitor orders from entry through production, shipment, and final delivery, coordinating with carriers, distributors, and internal departments.
• Prepare and provide certificates of quality and origin, manage shipping addresses, and document carrier complaints.
• Investigate customer complaints and production issues, support quality audits and improvement projects, and maintain accurate order records.
• Attend product and process training, support annual inventory activities, and contribute to Customer Service department initiatives.

Requirements

• Bachelor’s degree in Business Administration or a related field.
• 5–7 years of knowledge or experience in customer service or a related area.
• Advanced English for communication with international customers.
• Proficiency in Oracle, Nice CxOne, Oracle Service Cloud, and Microsoft Office Suite.
• Strong communication, organization, prioritization, urgency management, and multitasking skills.
• Ability to work onsite in Nogales, Sonora, Mexico.

Culture & Benefits

• Full-time employment within Mexico employment law requirements.
• Comprehensive health and wellness benefits and market-based benefits programs.
• Product discounts and support for employee wellbeing.
• Employee Resource Groups focused on inclusion and belonging.
• Opportunities for professional growth within a growing portfolio of established brands.