Phone Customer Service Representative (International Customer Service)

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

Company

hirify.global Innovations develops and manages brands and products across plumbing, doors, and security, including Master Lock, American Lock, and SentrySafe.

What you will do

• Receive and process international customer orders, purchase orders, quotes, returns, credit memos, and debit memos.
• Handle phone and email requests involving product information, order status, defective products, complaints, and return authorizations.
• Monitor orders from entry through production, shipment, customs documentation, carrier coordination, and final delivery.
• Coordinate with Manufacturing, Finance, Customs, Distribution, Transportation, Engineering, IT, Pricing, and Sales to resolve customer issues.
• Maintain accurate order notes, shipping addresses, certificates, complaint records, and workflow updates.
• Participate in customer complaint investigations, quality audits, process improvement initiatives, training, and inventory activities.

Requirements

• Bachelor’s degree in Business Administration or a related field.
• 5–7 years of experience or knowledge in customer service or a related area.
• Advanced English required for supporting international customers.
• Proficiency with Oracle, Nice CxOne, Oracle Service Cloud, and Microsoft Office Suite.
• Strong communication, organization, prioritization, sense of urgency, and follow-up skills.
• Ability to work onsite in Nogales, Sonora, and adapt to a fast-paced, multitasking, team-based environment.

Culture & Benefits

• Full-time employment with benefits provided in accordance with Mexican employment law.
• Health and wellness plans, market benefits programs, and product discounts.
• Employee Resource Groups supporting inclusion and belonging.
• Training, professional development, and opportunities to participate in improvement projects.
• Equal employment opportunity and reasonable accommodation support throughout the hiring process.