Customer Service Associate II

ADI Global Distribution; Santiago de Querétaro; On-site; MXN 180,000 - 240,000; Full time

Job summary

ADI Global Distribution is seeking a customer service professional to act as the primary contact for website-related issues and inquiries from customers. You will respond via phone, chat, and email, support order processing, and coordinate with Technical Support, Logistics, and Sales teams to resolve issues.

The role focuses on delivering exceptional customer care and keeping accurate records in the CRM system.

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

Communication

English proficiency

Excel

Problem solving

Tools

Microsoft Excel

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 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.