Customer Service Representative – Spare Parts (Mining & Material)

About the role

ABB is hiring an on-site Customer Service Representative for its Spare Parts team in Merida, Yucatán, Mexico. The role supports customers, service partners and internal stakeholders within the Mining and Material division, ensuring timely and accurate processing of spare parts inquiries, quotations and orders. It is a key link between customers, logistics, supply chain and the automation service team, reporting to the Operations Manager.

Key responsibilities

• Serve as the main contact for customers seeking spare parts for automation products such as drives, motors, PLCs, robotics components and safety systems.
• Support product identification, troubleshoot part-related questions and guide customers when components are obsolete or superseded.
• Prepare, issue and follow up on quotations for spare parts, repairs and replacements, and process purchase orders in ABB's ERP/CRM systems (e.g. SAP, Salesforce).
• Track order status, lead times, logistics updates and delivery milestones, and communicate changes or delays proactively.
• Ensure pricing accuracy and compliance with ABB commercial policies.
• Work with approved third-party suppliers to obtain quotations, availability and lead-time information.
• Validate part numbers, availability and compatibility using ABB databases, technical documentation and engineering references.
• Collaborate with Supply Chain and Procurement on stock levels and backorders, and coordinate with warehouses and logistics for timely shipments.

Required profile

• 2-4 years of customer service or order management experience in a technical or industrial environment.
• Bachelor's degree; preferably experience supporting automation, electrical or industrial equipment, familiarity with ABB products, and a background in supply chain, logistics or inventory coordination.
• Post-secondary education in business, engineering technology or a related field is preferred.
• Strong written and spoken English and a customer-first approach.

Required skills

• Proficiency with ERP and CRM systems (SAP experience preferred).
• Ability to interpret technical documents such as part lists, drawings and product catalogs.
• Detail-oriented, with strong organization and follow-up skills.

What we offer

• Performance bonus, saving fund and paid parental leave.
• Life insurance, retirement plan, health and dental insurance, wellbeing program and flex days.
• Employee Assistance Program (PAE).
• Development access via Spark, Harvard Manager Mentor and EF English Live School.