Customer Resolution Lead: Proactive Order & Issue Expert

Acuity; Monterrey; Presencial; MXN 3.889.082 - 7.000.347; Jornada completa

Descripción de la vacante

Acuity in Monterrey, MX is seeking a proactive Order Management/Customer Service specialist to support channel customers. Responsibilities include order entry, project management, handling inquiries, and resolving tasks; you will train others and document processes.

You will engage with internal teams, monitor orders using Power BI, coordinate shipping, and ensure on-time delivery while traveling 0-25%. This role requires strong English, customer focus, and problem-solving.

Formación

• Bachelor degree
• Advanced English skills
• Customer service experience
• Demonstrated empathy for others; At ease in tense situations
• Excellent communication and organizational skills
• Computer skills – proficiency with Microsoft Office tools
• Ability to work both independently and as a team player who can contribute to an inclusive environment
• Analytical and problem‑solving skills – able to identify critical situations and use good judgment to respond in a timely manner
• Consult appropriate stakeholders before making critical decisions
• Customer‑focus and assertiveness in driving actions required to create a superior service experience for the customer
• Passion for learning and an ardent desire to grow/change/constantly become the best version of self

Responsabilidades

• Provide order management support from entry through shipment and resolution ownership
• Coordinate shipping internally and externally to meet customer needs
• Use and inform Power BI reporting to monitor orders
• Monitor orders for exceptions and holds and communicate delays or improvements
• Act as liaison between internal partners and customer
• Develop solutions for medium to hard level order issues leveraging internal partners

Conocimientos

Advanced English

Customer service

Empathy

Communication

Organizational skills

MS Office

Team player

Analytical thinking

Problem solving

Stakeholder management

Customer-focused

Educación

Bachelor degree

Herramientas

Microsoft Office

Descripción del empleo

Acuity in Monterrey, MX is seeking a proactive Order Management/Customer Service specialist to support channel customers. Responsibilities include order entry, project management, handling inquiries, and resolving tasks; you will train others and document processes.

You will engage with internal teams, monitor orders using Power BI, coordinate shipping, and ensure on-time delivery while traveling 0-25%. This role requires strong English, customer focus, and problem-solving.