{"id":2483622,"url":"https://alion.io/job/optimas-customer-service-representative","title":"Customer Service Representative","company":{"id":4418308,"name":"Optimas","domain":"optimas.com","url":"https://alion.io/company/optimas-2","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Jobvite","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Monterrey, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":22000,"max_usd":56000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":934},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-13T23:36:37Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T16:22:44Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Description\nCustomer Service Representative (Tier 3)\nAbout Optimas Solutions:\nOptimas is a global distributor of integrated supply chain solutions, and engineering support focused on delivering fasteners, components, industrial and safety supplies to our diverse customers around the world. Our local, on-the-ground teams understand the nuances of every community we serve. This allows us to adapt with our customers and partners as needs evolve, leveraging our footprint to remain at your side while providing a highly personalized level of service and support no matter where you find yourself around the globe.\nOur Values are the THREAD that connects us as one team to ensure that we are accountable for our contributions to the success of our company and customers:\nTeamwork\nHonesty\nRespect\nExcellence\nAccountability\nDrive\nTo learn more, please visit our website http://www.optimas.com\nPosition overview:\nWe are currently seeking a highly motivated, driven and dedicated Customer Service Representative to join our customer service team. This team member will be responsible for handling and processing all requests from an assigned book of customers.This role requires a high level of attention to detail, excellent communication and interpersonal skills, and the ability to work closely with various departments to ensure timely and accurate responses to customer inquiries. The ideal candidate will be proactive, customer-focused, and able to manage multiple tasks efficiently.\nMain Responsibilities:\nCustomer Interactions and support:\nServe as the first point of contact for customers, ensuring professional and efficient communication.\nRespond to customer inquiries via phone, Teams meetings and email ticketing platforms within 3 hours.\nInternal Collaboration:\nWork seamlessly with sales, engineering, procurement, and other departments to gather necessary information. \nParticipate in daily stand-up calls and internal segment team calls to ensure alignment and efficient teamwork.\n Customer Management and Order Processing:\nReview, process and fix customer EDI orders/requests to ensure accurate and timely execution.\nManage JIT (Just In Time) orders, backorders and partial shipments \nRun and maintain the days on hand report\nProactively work with the Engineering team to identify possible substitutes for low inventory parts \nWork with plant managers/Production associates to ensure we have the correct stock levels for daily production. \nCreate, investigate and expedite hot orders to address urgent customer needs.\nProvide pricing and availability details for requested parts.\nConduct Open Order report reviews to manage and resolve backorder issues effectively.\nCreate and manage Return Merchandise Authorizations (RMAs), credit memos as needed.\nConduct weekly meetings with customers to review the days on hand report. \nSkills and Qualifications:\n\nThe ideal candidate must have the following competencies:\nEducation: College education or bachelor’s degree required.\nExperience: 4+ years of customer service experience, preferably in a distribution, fastener background.\n Skills: \nExcellent communication and interpersonal skills\nStrong organizational skills with the ability to manage multiple tasks and priorities\nProficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM systems\nAttention to detail and accuracy in data entry and documentation\nAttributes:\nCustomer-focused with a positive attitude and strong problem-solving abilities\nAbility to work independently as well as part of a team\nComfortable working in a fast-paced environment with tight deadlines\n Schedule: Full-time position, Monday through Friday (US Hours), with occasional overtime as required.\nEnvironment: Office-based role \nCompensation:\nAt Optimas we believe in having a competitive compensation scheme to motivate and retain our employees. More information will be given throughout the process.\nOptimas OE Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Optimas OE Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. 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