Customer Care Specialist II

Acuity; Monterrey; On-site; MXN 180,000 - 280,000; Full time

Job summary

Acuity Inc. in Monterrey, Mexico, seeks a customer‑focused order and service specialist to support internal teams, track delivery dates, and resolve issues to meet commitments.

You will validate target dates, process orders and returns, expedite requests, manage backlog with Power BI, and promptly communicate delays to stakeholders. Requirements: bachelor degree; 0–2 years in customer service or supply chain; intermediate English; Excel and MS Office; strong communication and problem‑solving;

Qualifications

• Bachelor degree required.
• 0–2 years in customer service or supply chain.
• Intermediate English skills.
• Proficient in Excel and MS Office; learning new tools encouraged.
• Strong communication, organization and analytical abilities.
• Empathy, proactivity and problem solving are essential.
• Experience in customer service, logistics, production or supply chain preferred.

Responsibilities

• Order processing and validation of target dates.
• Resolve issues preventing activation or shipment; process returns.
• Expedite orders, obtain approvals, identify alternatives with teams.
• Backlog management using Power BI and communicate date changes.
• Maintain timely delivery communications to stakeholders and drive service improvements.

Skills

English proficiency

Communication

Problem solving

Teamwork

Organizational skills

Empathy

Proactivity

Pressure handling

Customer service

Logistics

Supply chain

Internships

Education

Bachelor degree

Tools

Excel

Microsoft Office

Power BI

Job description

Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light and more things to come. Through our two business segments, Acuity Brands Lighting (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com .

Job Summary

Provide support to internal customers and departments such as Customer Experience, Sales, and Product by managing orders, tracking delivery dates, and resolving issues to ensure customer commitments are met.

Key Responsabilities

• Order Processing: Validate target dates based on actual lead times, resolve issues preventing order activation or shipment, and process return authorizations.
• Expedite Requests: Coordinate customer requests to expedite orders, obtain approvals, and identify alternatives with Manufacturing and Customer Support teams.
• Backlog Management: Use Power BI to identify opportunities to expedite orders, monitor constraints, propose solutions, and communicate delivery date changes.
• Communication and Follow-up: Keep delivery commitments up to date and promptly communicate potential delays to relevant stakeholders.
• Continuous Improvement: Participate in initiatives to improve service levels and team productivity.

Skills And Minimum Experience Required

• Bachelor Degree
• 0–2 years of experience in customer service, supply chain.
• Intermediate conversational English skills
• Proficiency in Excel and Microsoft Office; willingness to learn new tools.
• Strong communication, organizational, and analytical skills.
• Empathy, proactivity, and problem-solving abilities.
• Ability to work collaboratively, exercise sound judgment, and handle high-pressure situations.
• Experience in customer service, logistics, production, or Supply Chain is preferred, including internships.

Travel Requirements

0-25%

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at [phone], select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.

Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property.

Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.