Customer Care Associate: Order & Support Specialist

ADI Global Distribution; Santiago de Querétaro; Hybrid; MXN 156,000 - 234,000; Full time

Job summary

ADI Global Distribution is seeking a customer advocate to support Pro AV accounts from order placement to resolution. You will be the go-to contact for customers and internal partners, handling calls and emails, with duties spanning order inquiries, shipping updates, changes, repairs, returns, and RMAs.

You’ll collaborate with Technical Support, Logistics, Manufacturing, Sales, and Product Management to deliver timely solutions.

Qualifications

• 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.

Responsibilities

• 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.
• Join 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 department expectations, service-level agreements, and quality standards.
• Pitch in where needed to support team wins and customer success.

Skills

Customer service

Order management

Sales support

Written & verbal communication

Tools

ERP system

Job description

ADI Global Distribution is seeking a customer advocate to support Pro AV accounts from order placement to resolution. You will be the go-to contact for customers and internal partners, handling calls and emails, with duties spanning order inquiries, shipping updates, changes, repairs, returns, and RMAs.

You’ll collaborate with Technical Support, Logistics, Manufacturing, Sales, and Product Management to deliver timely solutions.