Customer Service Representative – Hot Runner & Parts Specialist

About the role

As a Customer Service Representative – Hot Runner & Parts Specialist you will support customers of Mold‑Masters in Querétaro, ensuring they receive accurate parts, repairs and service information so production lines stay running.

Key responsibilities

• Respond to customer inquiries about hot‑runner systems, spare parts, repairs and service, confirming requirements and providing clear information.
• Prepare quotations for parts, repairs and services, identifying items, pricing and lead times with full documentation.
• Process customer orders and service transactions in ERP, CRM and related systems, ensuring accurate fulfillment and invoicing.
• Coordinate requirements with sales, engineering, manufacturing, logistics and service teams, sharing technical details and timing.
• Support parts identification and routine replacement guidance using product documentation.
• Monitor open orders, repairs and service requests, tracking status and communicating updates to customers.
• Document interactions, warranty details and follow‑up actions, resolving routine issues and escalating complex matters.

Required profile

• Technical diploma, associate or bachelor’s degree, or equivalent combination of education and experience.
• Minimum 2 years experience in customer service, inside‑sales support, technical support, order management or aftermarket parts support within a manufacturing or industrial environment.
• Experience preparing quotations and processing orders using structured business systems and standard workflows.
• Proficiency with enterprise resource planning (ERP) and customer relationship management (CRM) systems.

Required skills

• ERP systems
• CRM systems