CX Resolution & Order Management Specialist

Acuity; Guadalupe; Presencial; MXN 279.000 - 502.000; Jornada completa

Descripción de la vacante

Acuity Inc. is seeking an order management professional to support channel customers by handling orders, inquiries, and project coordination. You will train others, document processes, and seek opportunities to exceed customer expectations while collaborating with internal teams.

The role emphasizes proactive problem solving, effective communication, and the use of Power BI to monitor orders. A strong customer-focus and willingness to learn are essential.

Formación

• Advanced English required with clear written and spoken communication.
• Demonstrated empathy and ability to remain composed in tense situations.
• Excellent communication and organizational skills.
• Proficient in Microsoft Office; ability to learn new software quickly.
• Able to work independently or as part of a team in a inclusive environment.
• Strong analytical and problem-solving abilities with sound judgement.
• Ability to engage stakeholders before making critical decisions.
• Customer-focused with a proactive, service-oriented mindset.
• Keen to learn and continuously improve performance.

Responsabilidades

• Provide proactive order management support from entry to shipment.
• Coordinate internal and external parties to solve problems.
• Offer guidance on standard and non-standard pricing when requested.
• Serve as liaison between internal partners and customers to build relationships.
• Monitor orders using Power BI reporting and communicate delays or improvements.
• Resolve tier 0 issues in real-time across pre-sale, tech, and warranty support.
• Document knowledge and processes to enable training and scalability.
• Contribute to company initiatives to improve service level and productivity.

Conocimientos

Advanced English

Empathy

Communication

Organization

MS Office

Independent work

Team player

Analytical thinking

Stakeholder management

Customer focus

Learning mindset

Herramientas

Microsoft Office

Descripción del empleo

Acuity Inc. is seeking an order management professional to support channel customers by handling orders, inquiries, and project coordination. You will train others, document processes, and seek opportunities to exceed customer expectations while collaborating with internal teams.

The role emphasizes proactive problem solving, effective communication, and the use of Power BI to monitor orders. A strong customer-focus and willingness to learn are essential.