Phone Customer Service Representative

Location: Nogales, Monterrey, or Matamoros, Sonora, Mexico

Company

hirify.global Innovations develops and manages industry-leading brands across plumbing, doors, and security, including Master Lock, American Lock, and Sentry Safe.

What you will do

• Provide phone and email support to international commercial, retail, and consumer customers.
• Receive and process purchase orders, quotes, returns, credit and debit memos, and customer requests.
• Monitor orders from entry through production, shipment, carrier coordination, and final delivery.
• Resolve product, order, delivery, and defective-product issues with Manufacturing, Finance, Customs, Distribution, Transportation, Engineering, IT, Sales, and other departments.
• Maintain accurate order notes, shipping addresses, certificates, complaint records, and workflow updates.
• Support customer complaint investigations, quality audits, inventory activities, process improvements, and departmental projects.

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 required.
• Proficiency with Oracle, Nice CxOne, Oracle Service Cloud, and Microsoft Office Suite.
• Strong communication, organization, prioritization, and sense-of-urgency skills.
• Ability to work in a fast-paced, multitasking, team-based environment and consistently meet service-level goals.

Culture & Benefits

• Full-time employment within Mexico employment law requirements.
• Comprehensive health and wellness benefits, including health plans and market benefits programs.
• Product discounts and Employee Resource Groups supporting inclusion and belonging.
• Training, professional growth opportunities, and participation in improvement initiatives.