CSR Senior

Customer Services Representative

RHI Magnesita is seeking a highly motivated Customer Service Representative to join our team in Monterrey, Mexico.

About the Role:

The Customer Service Representative will be responsible for managing a portfolio of accounts within our North American (NAM) region. You will be assigned specific accounts and receive comprehensive training on all aspects of the CSR role, including:

• Order processing and management
• Responding to customer inquiries and resolving issues
• Coordinating with internal teams (sales, logistics, etc.)
• Providing exceptional customer service

Reporting and Travel:

This position will report directly to Daniel Azevedo, Team Leader Customer Services.  Occasional domestic and international travel may be required, estimated at approximately 5% of the time.

The Customer Services Representative's tasks include:

• Managing a designated group of customers alongside one or more Sales Representatives.
• Receiving and processing Purchase Orders from various customers across the United States and Canada.
• Handling customer billing and generating invoices, as well as credit and debit memos tailored to their business needs.
• Collaborating closely with the entire Supply Chain team, including production, quality, transportation, and warehouse personnel, while engaging with diverse stakeholders from multiple countries and cultures.
• Conducting order follow-ups, managing the order book and inventory, overseeing forecasts, and coordinating material planning for your customers.
• Analyzing data to deliver an accurate demand plan that meets customer requirements.
• Utilizing KPIs to drive performance improvements aligned with the Company’s Global Objectives.
• Exhibiting proactivity, strong communication skills, effective organizational methods, and a keen sense of urgency.

Are you the ideal candidate?

We are looking for someone who possesses the following qualifications:

• A Bachelor's Degree in Industrial Engineering, Business Administration, Logistics and Transportation, International Relations, or Communication
• At least 2- 3 years of experience in a Customer Service Representative role, preferably within a manufacturing environment (Supply Chain Management exposure and experience will be consider as great plus)
• Strong expertise in using ERP systems (preferable SAP)
• Bilingual proficiency in both Spanish and English
• Advanced skills in the MS Office Suite, particularly in MS Outlook and especially Excel
• The ability to thrive under pressure and meet tight deadlines
• A proactive and communicative approach, with excellent organizational skills and a strong sense of urgency
• The capability to engage with staff, partners, and the public in a calm and professional manner
• Outstanding problem-solving and organizational abilities
• Experience with data entry, report generation, and data analysis.

What we bring to the table

As a much-valued employer:

• Amazing benefits! Christmas Bonus, Food vouchers, Saving funds, Life insurance, disability insurance, and more!

Do you recognize yourself in this role?

RHI Magnesita is the leading global supplier of high-grade refractory products, systems and solutions which are critical for high-temperature processes exceeding 1,200°C in a wide range of industries, including steel, cement, non-ferrous metals and glass. With a vertically integrated value chain, from raw materials to refractory products and full performance-based solutions, RHI Magnesita serves customers around the world, with around 15,000 employees in 47 production sites, 7 recycling facilities and more than 70 sales offices. RHI Magnesita intends to build on its leadership in revenue, scale, product portfolio and diversified geographic presence to expand further in high growth markets.

The Group maintains a premium listing on the Official list of the London Stock Exchange (symbol: RHIM) and is a constituent of the FTSE 250 index, with a secondary listing on the Vienna Stock Exchange (Wiener Börse). For more information please visit: www.rhimagnesita.com