Customer Service Representative

As a Customer Service Representative - Hot Runner & Parts Specialist, you’ll help customers keep production running with accurate parts and service support that builds long-term trust. You’ll join Mold-Masters, a Hillenbrand company, in Querétaro, Mexico, where your work will support reliable operations, strong customer partnerships, and steady aftermarket growth. We design and support hot runner solutions used in industrial manufacturing environments. In this work, you’ll contribute to responsive service, disciplined execution, and continuous improvement that helps customers reduce disruption and plan with confidence.

WHAT YOU’LL DO:

• Respond to customer inquiries for hot runner systems, spare parts, repairs, and service by confirming requirements, clarifying details, and providing accurate information that supports timely next steps.
• Prepare quotations for parts, repairs, and service requests by identifying applicable items, pricing, and lead times with complete documentation so customers receive clear and reliable offers.
• Process customer orders and service transactions in enterprise resource planning (ERP), customer relationship management (CRM), and related systems with accuracy so fulfillment, invoicing, and order visibility remain on track.
• Coordinate customer requirements with sales, engineering, manufacturing, logistics, and service teams by sharing technical details, timing needs, and commitments so work moves forward smoothly.
• Support parts identification and routine replacement guidance by using product information, documentation, and internal expertise to improve order accuracy and customer confidence.
• Monitor open orders, repairs, and service requests by tracking status, following up on internal actions, and communicating updates proactively so customers know what to expect.
• Document customer interactions, warranty details, and follow-up actions in required systems while resolving routine issues directly and escalating more complex matters through established channels.

TEAM:

• You’ll work closely with colleagues across customer service, sales, engineering, manufacturing, logistics, and service to support customers with respect, clarity, and accountability. You’ll be part of a collaborative environment where different perspectives are valued, belonging matters, and steady customer support helps strengthen both Mold-Masters and Hillenbrand.

THE EXPERIENCE, SKILLS, AND ABILITIES NEEDED:

• You have a technical diploma, associate degree, bachelor’s degree, or a comparable combination of education and relevant experience.
• You have at least 2 years of experience in customer service, inside sales support, technical support, order management, or aftermarket parts support in a manufacturing, industrial, or related environment.
• You have experience preparing quotations and processing customer orders or service transactions within structured business systems and standard workflows.
• You can use an enterprise resource planning (ERP) system, a customer relationship management (CRM) tool, and Microsoft Office applications to complete daily work accurately.
• You can communicate in Spanish and English, both written and verbal, at a level that supports customer interactions and internal business coordination.
• You can manage multiple priorities, maintain accurate records, and follow through on open items while keeping service quality and responsiveness high.
• You can interpret parts-related information, customer requirements, and service documentation well enough to support routine parts identification and replacement recommendations.
• You bring sound judgment, professionalism, attention to detail, and a willingness to learn new products, systems, and processes as customer needs evolve.

If you’re interested in joining the team, submit an application to be considered.

Who we are:

Mold-Masters (www.moldmasters.com) is a leading global supplier of hot runners, controllers, auxiliary injection and co-injection systems. We design, manufacture, distribute, sell and service highly engineered and customized plastic processing equipment that caters to every market. Mold-Masters is a business unit of Hillenbrand.

Hillenbrand (www.hillenbrand.com) is a global industrial company that provides highly engineered, mission-critical processing equipment and solutions to customers in over 100 countries around the world. Our portfolio is composed of leading industrial brands that serve large, attractive end markets, including durable plastics, food, and recycling. Guided by our Purpose - Shape What Matters For Tomorrow™ - we pursue excellence, collaboration, and innovation to consistently shape solutions that best serve our associates, customers, communities, and other stakeholders.

EEO: The policy of Hillenbrand Inc. is to extend opportunities to qualified applicants and employees on an equal basis regardless of an individual's age, race, color, sex, religion, national origin, disability, sexual orientation, gender identity/expression or veteran status. Additionally, Hillenbrand Inc. and our operating companies are committed to being an Equal Employment Opportunity (EEO) Employer and offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us at [email protected] . In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying. At Hillenbrand, everyone is welcome to apply and "Shape What Matters for Tomorrow".