Customer Service Associate II

ADI Global Distribution; Santiago de Querétaro; On-site; MXN 167,000 - 257,000; Full time

Job summary

ADI Global Distribution is seeking a frontline Customer Service professional in Querétaro to handle inquiries about website functionality, orders, and RMAs. You will coordinate with Technical Support, Logistics, Manufacturing, and regional teams to resolve issues and ensure excellent customer care.

The role emphasizes accuracy, a positive customer experience, and collaboration with sales and account management, with a hybrid work arrangement and opportunities for growth.

Qualifications

• Excellent communication skills, advanced usage of the English language inclusive of written and verbal communication.
• 1 year in a similar Customer service position.
• Microsoft Excel knowledge.
• Ability to analyze issues, identify causes and implement solutions.

Responsibilities

• Respond to a mix of customer inquiries through different channels
• Identify and work with digital team to resolve website related problems.
• Maintain accurate customer records and document all interaction in a CRM system
• Guide customers on best practices for website management.
• Collaborate with other teams such as sales and account management, to resolve customer issues.
• Order Processing

Skills

Excellent communication

English language

Customer service

Excel

Analytical thinking

Tools

CRM system

Job description

Serve as the primary customer contact for ADI website related issues. You will respond to customer inquiries via phone, chats and emails about website functionality, order inquiries, order changes and RMA's. You will assist other customer service associates with administrative duties. You will communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc. , to resolve customer issues. You will support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies. You will help ADI be the customer's top choice by delivering excellent customer care. Build up your business acumen while learning to address customer needs. Be part of the team that is solving complex problems for the customer

JOB DUTIES:

• Respond to a mix of customer inquiries through different channels

• Identify and work with digital team to resolve website related problems.

• Maintain accurate customer records and document all interaction in a CRM system

• Guide customers on best practices for website management.

• Collaborate with other teams such as sales and account management, to resolve customer issues.

• Order Processing

YOU MUST HAVE:

• Excellent communication skills, advanced usage of the English language inclusive of written and verbal communication

• 1 year in a similar Customer service position.

• Microsoft Excel knowledge

• Ability to analyze issues, identify causes and implement solutions.

WE VALUE:

• An ability to learn quickly

• An attention to detail

• A bias for action

• An ability to work in a team

• A commitment to discovering ways to improve service

• An ability to work with limited direction

WHAT'S IN IT 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.

#LI-CM1

#LI-Hybrid

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.

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Job Identification: 19336

Job Category: Customer Service

Job Schedule: Full time

Incentive Eligible N/A

Business ADI Global Distribution

Hiring Salary Range We are committed to inclusive and equitable compensation. Salaries are determined by factors like role responsibilities, candidate qualifications, and geographic location. We also provide additional benefits tailored to your location and role.

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