Customer Care Associate I

ADI Global Distribution; Santiago de Querétaro; Hybrid; MXN 201,000 - 312,000; Full time

Benefits offered by this job

Hybrid work model

Professional growth

Mentoring and training

Job summary

ADI Global Distribution seeks a customer advocate to support Pro AV accounts from order placement to resolution. You will be the go-to contact for customers and internal teams, handling calls and emails, processing orders, and ensuring accurate information and timely updates.

Join a fast-moving, collaborative team focused on helping customers succeed, while you grow your problem-solving skills and gain hands-on business knowledge within a global distributor of AV and security technologies.

Qualifications

• Experience in customer service, order management, or sales support.
• Strong written and verbal English communication.
• Curious, detail-oriented mindset with care for details.
• Excellent attention to detail and accuracy.

Responsibilities

• Process customer orders and quotes in the ERP system.
• Serve as trusted resource for customers, sales reps, and internal partners.
• Provide product, order, pricing, inventory, and shipping information.
• Research order status and provide ETA updates with clear next steps.
• Collaborate with internal teams to resolve questions and service requests.
• Support order entry, expediting, changes, returns, and invoicing.
• Build strong customer relationships to drive satisfaction and retention.
• Participate in team meetings and continuous improvement activities.
• Maintain professionalism and align with company values.

Skills

Customer service

English proficiency

Communication

Attention to detail

Team collaboration

Problem solving

Tools

ERP system

Job description

Ready to make a real impact? Join our team as a key customer advocate, where you'll support all Pro AV accounts and help deliver a standout experience for both external customers and internal partners, including our sales teams, from order placement through resolution. In this role, you'll be a trusted go-to contact customers and internal teams count on for timely updates, accurate information, and confident support. You'll handle customer calls and emails, assist with order inquiries, shipping updates, order changes, repairs, returns, and RMAs, and partner closely with Technical Support, Logistics, Manufacturing, Sales, and Product Management to keep things moving and deliver solutions that matter.

If you enjoy solving problems, building relationships, and being part of a team that makes a difference every day, this is a great opportunity to grow. You'll gain hands-on business knowledge, sharpen your problem-solving skills, and contribute to a collaborative, fast-moving team focused on helping customers succeed.

JOB DUTIES:

• Process customer orders and quotes accurately and efficiently in the ERP system

• Be a trusted, knowledgeable resource for customers, sales representatives, and internal partners

• Deliver helpful product, order, pricing, inventory, and shipping information that keeps customers informed and confident

• Research order status, provide ETA updates, and proactively communicate clear next steps

• Collaborate with internal teams, sales partners, and external vendors to resolve customer questions, concerns, and service requests

• Support order entry, expediting, change orders, returns, invoicing, and discrepancy resolution

• Build strong customer relationships that drive satisfaction, confidence, and retention

• Jump into team meetings, training, and continuous improvement efforts with ideas and energy

• Bring professionalism, accountability, and company values to every interaction

• Manage phone and email communication with customers, sales teams, and manufacturers

• Help the team meet departmental expectations, service-level agreements, and quality standards

• Pitch in where needed to support team wins and customer success

MUST HAVE:

• Experience in customer service, order management, sales support, or a related field

• Strong written and verbal communication skills in English

• A curious, critical-thinking mindset and the ability to work through details with care

• Excellent attention to detail and a commitment to accuracy

• A solution-focused approach and the confidence to help resolve customer concerns

WHAT WILL HELP YOU THRIVE:

• A drive to learn quickly, ask great questions, and grow within the role

• The ability to multitask, prioritize, and stay organized in a fast-paced environment

• A proactive mindset and the willingness to take ownership from start to finish

• A bias for action and a strong commitment to follow-through

• Strong teamwork and collaboration skills

• A passion for improving processes and creating a better customer experience

• Professionalism, good judgment, and emotional intelligence

• A positive attitude and genuine excitement for helping customers and teammates succeed

WHAT'S IN FOR YOU:

• Benefits that go beyond Mexican labor law, ensuring your well-being and peace of mind.

• A collaborative and inclusive work environment where your contributions are valued.

• Opportunities for continuous professional growth and skill development through training, mentoring, and challenging projects.

• Access to cutting-edge tools, resources, and a supportive team to help you excel.

• The chance to work with a global, innovative company shaping the future in its industry.

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ABOUT US

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com .

You can find out more about how the talent community works here: ADI Talent Community Terms . Our recruitment privacy notice ADI - Recruitment Privacy Notice describes in more detail how we process your personal data and how you can exercise your personal data rights.

ADI is an equal opportunity employer. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" (https://adi-corporate-site.webflow.io/legal/eeo-is-the-law) poster, "EEO is the Law" Supplement Poster (https://adi-corporate-site.webflow.io/legal/eeo-is-the-law-supplement) and the Pay Transparency Nondiscrimination Provision (https://adi-corporate-site.webflow.io/legal/pay-transparency-nondiscrimination-provision) . ADI complies with applicable equal employment laws in all countries where we do business.

If a disability prevents you from applying for a job through our website, request assistance here ([e-mail]) .

At ADI, we bring together diverse individuals to build the future of homes. ADI is an equal opportunity employer.