Customer Resolution Lead Representative

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

Work Location

This position may be based anywhere in the United States and includes travel as part of the responsibilities.

This position requires on-site presence in M2, Guadalupe, Nuevo Leon, Mexico, following a hybrid work model.

This position requires on-site presence in M2, Guadalupe, Nuevo Leon, Mexico, and must report to the office every business day.

Job Summary

Responsible for supporting all channel customers by providing exemplary proactive order management support. Responsibilities may be, but are not limited to: order entry, simple to difficult order and project management, intake of all customer inquiries and resolution ownership of any task, regardless of domain. Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded. Candidate should expect to become an expert capable of training and teaching others. Expect to be responsible for documenting knowledge and process.

Key Tasks & Responsibilities

Internal Agency

• Provide standard target pricing when requested; provide guidance and support when non-standard pricing is required
• Provide internal and external crossover support when requested
• Make suggestions for alternate options within fixture families
• Gather appropriate internal/external parties to solve problems

Order Management

• Support medium to hard order/project management after entry through shipment
• Coordinate shipping internally and externally to meet customer needs
• Use and inform Power BI reporting to monitor assigned region orders proactively to ensure delays, issues, or improvements are communicated
• Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner; inform internal rule / policy changes to reduce these holds/delays
• Act as liaison/translator between internal partners and customer while developing internal relationships outside the context of a problem
• Develop solutions for medium to hard level order issues, leveraging business relationships with ABL matrix partners as needed

Intake

• Point of contact for the entire CX Org to act as navigator for customer
• Resolve tier 0 problems outside of Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible to ensure customer resolution
• Seek to learn everything (product process etc.) to ensure an increase of issues that are fully resolved in the moment
• Ask probing questions to collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information

Company Initiatives

• Active contributor in annual initiatives to increase the industry service level
• Active contributor in annual initiatives to improve team productivity

Skills and Minimum Experience Required

• 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 and technical aptitude to learn new software 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

Travel Requirements

0-25%

Compensation & Benefits

The range for this position is $223,000.00 to $401,400.00. Placement within this range may vary depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401(k) benefits, and commissions/incentive compensation depending on the role.

Equal Opportunity Employer

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard 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.

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