Job Description
Key Responsibilities
- Monitor and analyze customer service metrics to identify trends and areas for improvement.
- Provide detailed reports on customer feedback, complaints, and service issues.
- Collaborate with cross-functional teams to resolve customer inquiries and complaints efficiently.
- Develop and recommend strategies to enhance customer satisfaction and loyalty.
- Maintain accurate records of customer interactions and issue resolutions.
- Support the onboarding and training of customer service staff.
- Ensure compliance with company policies and standards.
- This role is a temporary position to cover a long-term leave of absence of 6 months.
Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- 2 - 5+ years of experience in customer service, customer support, or a related analytical role.
- Experience in a manufacturing or technical environment is a plus.
- Demonstrated ability to analyze customer data and provide actionable insights.
- Proven track record of improving customer satisfaction metrics.
- Experience with SAP is a plus.
- English language Intermediate or Advanced skill.
Hard Skills
- Proficiency in Customer Relationship Management (CRM) software and MS Office Suite.
- Strong analytical skills with the ability to interpret data and generate insights.
- Excellent written and verbal communication skills.




- Knowledge of customer service principles and best practices.
- Basic understanding of manufacturing or technical products (preferred but not mandatory).
Soft Skills
- Strong problem-solving and critical-thinking abilities.
- Exceptional interpersonal and communication skills.
- Ability to work independently and as part of a team.
- High attention to detail and organizational skills.
- Adaptability and resilience in a fast-paced environment.
- Customer-centric attitude with a focus on continuous improvement.
LI-AS1
Who we are:
Mold-Masters is a general leader in the plastics industry. We design, manufacture, distribute, sell and service highly engineered and customized plastic processing equipment and systems. Our hot runners, temperature controllers, auxiliary injection and co-injection systems are utilized by customers of all sizes in every industry, from small local manufacturers to large worldwide OEM manufacturers of the most widely recognized brands. Over the course of our 50+ year history, we've built our reputation on delivering the best performance through our broad range of innovative technologies that optimize production to enhance molded part quality, increase productivity and lower part cost. Unlock your operations' full potential with Mold-Masters. Mold-Masters is an Operating Company of Hillenbrand.

📌 Customer Service Analyst (México)
🏢 Mold-Masters
📍 México