Customer Service Specialist

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.

The Customer Service Representative serves as the primary point of contact for customers, managing orders, resolving issues, and ensuring a seamless customer experience from order entry through delivery. This role requires a strong customer focus, attention to detail, and the ability to collaborate with cross-functional teams. An engineering or technical background is preferred to effectively support product-related inquiries and communicate technical information.
Key Responsibilities
• Manage customer orders, updates, and shipment tracking through ERP/CRM systems.
• Serve as the main contact for order status, pricing, delivery schedules, and customer inquiries.
• Coordinate with Engineering, Operations, Planning, Quality, and Supply Chain teams to meet customer requirements.
• Process RMAs, credits, quotations, customer documentation, and new account setup.
• Maintain accurate customer records and support customer portals.
• Analyze and resolve customer issues while ensuring timely communication.
• Support reporting, customer projects, and continuous improvement initiatives.
Qualifications
• Bachelor’s degree required; Engineering or related technical field preferred.
• 2+ years of experience in Customer Service, Order Management, or a B2B/manufacturing environment.
• Strong communication, problem-solving, and organizational skills.
• Experience with ERP/CRM systems and Microsoft Excel.
• Ability to manage multiple priorities and work effectively in a team-oriented environment.

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