Job Description:
About Your Opportunity:
Title: CSR1
Reports to: Customer Service Supervisor
Available Locations: Monterrey, Mexico
Position Overview:
This position is responsible for day-to-day execution of all areas of customer service and sales support, including call center participation, pre-sales inquiries, quoting/order entry, issues resolution, and sales reporting. The Customer Experience Representative is expected to demonstrate advance knowledge of products, customer agreements, and sales transactions. Establishing strong customer relationships with key accounts make this position a key contributor factor to outstanding service that differentiates the Genie brand from the competition. Strong initiative, leadership, and problem-solving skills are expected as well as a genuine desire to help customers.
Responsibilities:
Customer Support:
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Respond promptly and professionally to customer inquiries via various channels, such as phone & email.
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Provide accurate information and assistance to customers regarding products, quotes, orders, and general inquiries.
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Escalate complex or unresolved customer problems to the appropriate department or supervisor.
Order Processing:
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Process customer orders accurately and efficiently, ensuring all necessary information is captured and entered in the system for both New Equipment Sales.
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Coordinate with various departments, such as production or logistics, to ensure timely and accurate order fulfillment.
Administrative Tasks:
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Perform administrative duties to support the customer service team, such as maintaining customer databases, updating customer records, and processing orders or returns.
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Prepare and distribute reports, documentation, related to customer service activities.
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Maintain organized and up-to-date case management queue of upcoming tasks to ensure easy access to customer queries, purchase orders and relevant information.
Product Knowledge and Training:
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Stay informed about the company's products, services, and industry trends to provide accurate information and address customer inquiries effectively.
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Participate in training sessions and ongoing professional development activities to enhance customer service skills and knowledge.
Requirements:
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High school diploma required
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Minimum of (4) years of experience in Sales, Customer Service, Marketing, Communications, Service working in one of these areas or relevant bachelor's degree
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Ability to work an in-person and remote hybrid work schedule based in Monterrey Mexico
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Strong written communication skills across platforms; email, chat, and phone are equal strengths; Uses simple language to discuss technical or complicated items
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Effective, polished interaction with customers, proven ability to quickly capture relevant information; explain next steps in resolving issues; communicate next steps and status, and inspire confidence
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Strong curiosity, creative thinking, and a demonstrated ability to solve problems
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Ability to use Microsoft office tools, especially Outlook, Teams, Word, Excel, PowerPoint
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Ability to establish strong external and internal business relations
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Ability to deal with ambiguity
Nice to have:
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Bachelor's Degree from an accredited institution in Business, Marketing, Communication or Industrial Engineering
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Salesforce, CPQ (configure price quote) and Oracle ERP experience and the ability to adapt and learn new systems
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Passion for problem-solving through the ability to self-learn, think critically, and have fun while doing it
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Thrive in ambiguous situations; effectively manage change; shift gears comfortably; decide and act without having the total picture; comfortable handling risk and uncertainty
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Assimilate quickly into a team environment
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Ability to manage and multi-task across several initiatives at once, and keep on top of details
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Thrives in an environment where all ideas are welcome, discussed, and critically analyzed; where once a decision is made, even if it’s not your favorite, you go all-in to make it a success
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Demonstrated ability to use influence and persuasion skills to navigate barriers and conflict
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Ability to influence others without authority independent of title or grade
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Ability to travel
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Knowledge of process improvement and lean manufacturing concepts
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Enthusiasm to interact with internal Team Members, customers and associated customer facing processes
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Good organizational and time management skills
About Terex:
We believe in teamwork, fun, complex projects, diverse perspectives, and simple solutions. How about you? We're looking for a Global Customer Experience Business Analyst with the passion and experience to build what matters – one project at a time.
If you are interested in an open position but feel you may not meet all the listed qualifications, we still encourage you to apply.
Terex Overview:
Terex Corporation is a global leader in specialized equipment solutions, serving essential sectors such as emergency services, waste and recycling, utilities, and construction. Our diversified portfolio positions us in resilient, high-demand markets with strong long-term growth potential.
We design and manufacture advanced specialty vehicles—including fire, ambulance, and recreational vehicles—alongside waste collection vehicles, materials processing machinery, mobile elevating work platforms, and equipment for the electric utility industry. Through our global dealer, parts and service network and true value-creating digital solutions, we deliver best-in-class lifecycle support, helping customers maximize return on investment.
With a strong manufacturing footprint in the United States and operations across Europe, India, and Asia Pacific, Terex combines global reach with local expertise to capture opportunities worldwide. Our strategy is clear: exceed customer expectations, invest in innovation, leverage our diversified portfolio, and deliver consistent, profitable growth for our shareholders.
For more information, please visit www.terex.com.
Additional Information:
We see inclusion as a key to our success and are committed to actively foster a culture where every team member feels valued, listened to, and appreciated. We are committed to being fair and impartial in our decisions, ensuring equity within our workplace. As an Equal Opportunity Employer, employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, or other characteristics protected by law.
The Company offers competitive salaries, advancement opportunities, and a full range of benefits, including Westfield health care for you and your dependents, contributory pension scheme, life assurance cover, employee stock purchase plan and access to global learning and development programs offering accredited and specialist training.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting the Recruiting department (person or department) at [email protected]
