Contributed by Mayra Balderas, Key Account Specialist, 13 Years

Taking Care of Customers 

I’ve spent my entire career at the R.S. Hughes Monterrey, Mexico branch. When I joined—fresh out of Universidad Autónoma de Nuevo León with a degree in foreign relations—the branch was still relatively new. One of my biggest takeaways over the years is how deeply the “R.S. Hughes Way” is woven into not just our branch but the entire company. 

What is the R.S. Hughes Way? It’s an old-school, customer-first mentality—doing whatever it takes to get the job done. That mindset helped Monterrey grow from a modest team to something much larger. That growth means a lot to me because I know every late night and extra effort—like staying until 10 p.m. to receive a shipment—helped us get where we are today. 

It’s a philosophy I’ve fully embraced. I’ve had former customers reach out after moving to other companies because they remember the service I provided. That kind of word-of-mouth loyalty is incredibly rewarding. 

Import Challenges and Smart Solutions 

International business has always intrigued me. I joined R.S. Hughes because I wanted to learn how a global company operates in Mexico. I quickly discovered how complex and rewarding international sales can be. 

One of our biggest challenges is navigating Mexico’s constantly changing import laws. It’s not unusual for a product we regularly bring in to suddenly become restricted. When that happens, I have to quickly source a local alternative to avoid disrupting a customer’s production—this is a regional issue, not just a Monterrey one. 

Creativity is essential. I work with manufacturers and local suppliers to find replacements. Sometimes I route shipments through our McAllen, Texas branch, where customers’ importation partners have special permits and can bring in restricted items. No matter the path, my goal is always the same: get customers what they need, when they need it. 

Every Day Is Different 

No two days are alike. I usually start by checking for urgent requests, which I always prioritize. Time is especially critical here. Unlike in the U.S., I can’t just overnight a package. Everything goes through customs and brokers—so a two-day shipment in the States might take two weeks here. 

Much of my day is spent talking with customers—discussing product options, guiding them through our website or introducing new solutions. My approach is simple: stay friendly, professional and focused on solving problems. 

Many of my customers work in high-pressure environments, especially maquilas—factories that manufacture and export goods. I do everything I can to ease their stress, and they often thank me for it. One large North American rail manufacturer even wrote to my manager praising my consistent support. That kind of recognition means a lot. 

Mentorship, Teamwork and Trust 

While keeping customers happy is my job, success takes a team. I’ve learned something from everyone I’ve worked with over the years. But one person who stands out is Alessio Cavazos, our National Account Senior Representative for Mexico. He mentored me early on and continues to inspire with his positivity and leadership. He truly leads by example. 

My best advice to anyone starting at R.S. Hughes: stay open—to learning, adapting and collaborating. That mindset has served me well. I’ve trained many new team members and those who stay flexible are the ones who succeed. Every customer is different and you have to meet them where they are. 

One recent example: A major customer in Monterrey moved their HQ to Querétaro and was nervous about the transition. I worked closely with Outside Sales Representative Bryseda Del Valle at our Querétaro branch to ensure we’d mirror the customer’s existing processes. The customer was so relieved and told us if they ever came back to Monterrey, we’d be their first call. 

Rooted in Family and Culture 

When I’m not working, I love spending time with family and taking road trips—especially to nature-filled places like Mexico’s magical towns. Santiago, Nuevo León is a favorite—scenic and peaceful. I love nature. Maybe that’s why I like to paint landscapes. I paint portraits, too. I also travel often to Texas to visit family in Houston, exploring small towns along the way. 

And I’m a huge baseball fan—Sultanes de Monterrey and the Houston Astros are my teams. I was born and raised in Monterrey, and I love this city. It’s large, industrial and always growing. The people are hardworking, kind and loyal. There’s always something to explore— from museums and outdoor events to amazing food and culture. 

Living and working in Monterrey has shaped who I am—and every day, I’m proud to bring the R.S. Hughes Way to life here.