Departamento De Servicio Al Cliente

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Instrumentation and Specialty Controls

Customer Service Department

Objective.- Provide the best service to all customers with accurate information to support Sales, Production adhering the world class systems and ethical standards, observing demand and administrative cost to assure ISC Division competiveness. Considering three values Integrity, Discipline and Loyalty.

Vision.-Become the supplier of choice by providing effective and timely response to all customers needs.

Customer Service Manager.- Manage Departmental resources to meet Customer demands. Experienced Individual that manages Customer relationships be able to guide and support customer requests under current documented contracts, be able to manage effectively Reynosa organization to react accordingly toany customer request. Individual should have the capability to improve process and procedures.

• Manage and Control Yearly departmental budget.
• Meet Monthly, Quarterly, Yearly metrics provided by Upper Management.

Inside Sales. - Experienced Individual that manages Customer relationships be able to guide and support customer requests under current documented contracts, be able tomanage effectively Reynosa organization to react accordingly to any customer request. Individual should have the capability to improve process and procedures. This position requires a defined span of control and opportunity for someone who engenders trust, demonstrates a sense of urgency and assures consistent achievement of quality standards. The work requires making decisions that supportcompany’s guidelines authoritatively and quickly.

• Order Entry.
• Respond Customer Inquiries.
• Prioritize sales orders based in Customer necessities.
• Product Quotation.
• Control Freight out Expenses.
• Maintain updated Price lists for different customers.
• Understand Product life-cycle.
• Set up daily shipments.


Inside Sales Goals

• Daily Orderentry 100%
• Respond to customer request in less than 4 hours.
• Set up Daily Shipments before established hours.
• Report Monthly demand per customer/ Sales Categories.













Customer Service Representative.- Experienced Individual that manages Customer relationships be able to guide and support customer requests under current documented contracts, be able tomanage effectively Reynosa organization to react accordingly to any customer request. This position requires a defined span of control and opportunity for someone who engenders trust, demonstrates a sense of urgency and assures consistent achievement of quality standards. The work requires making decisions that support company’s guidelines authoritatively and quickly.


• Order Entry.
•Respond Customer Inquiries.
• Prioritize sales orders based in Customer necessities.
• Product Quotation.
• Control Freight out Expenses.
• Maintain updated Price lists for different customers.
• Set up daily shipments.
• Item set up.
• Ship to locations set up.


Customer Service Goals

• Daily Order entry 100%
• Respond to customer request in lessthan 4 hours.
• Set up Daily Shipments before established hours.
• Report Monthly demand per customer/ Sales Categories.


Customer Service Support (Students).- Individual should be capable to understand Customer Service Reps requests. High motivated person with a sense of Control and Organization. Be channel of communication between sister departments.

• Follow up CSR’srequest.
• Archive and Administrate Purchase Orders by BU/Customer.
• Daily Backlog follow up if orders in past due include reasons.
• Print and send order acknowledgments.
• Run Reports and save in specific folders
o Backlogs.
o Daily Order entry per BU.
o Monthly Requirements.
o On Hand Inventory.
o Customers in Credit Hold....