Jr. Customer Resolution

Acuity; Guadalupe; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Acuity is seeking a proactive professional to support channel customers with order management, from entry through shipment, and handling inquiries to ensure customer satisfaction.

You will collaborate across teams, gather details, and relay information to resolve issues efficiently while expanding customer relationships and documenting knowledge for future training.

Formación

• Advanced English skills
• Demonstrated empathy for others, especially in tense situations
• Excellent communication and organizational skills
• Computer skills with proficiency in Microsoft Office and ability to learn new tools
• Ability to work independently and in a team
• Analytical and problem-solving skills; identify critical situations and respond timely
• Consults appropriate stakeholders before critical decisions
• Customer focus and assertiveness to deliver superior service
• Passion for learning and self-improvement

Responsabilidades

• Provide standard target pricing guidance and support for non-standard pricing.
• Support internal/external crossover tasks when requested.
• Suggest alternate options within fixture families.
• Coordinate with internal/external parties to solve problems.
• Support medium to hard order/project management from entry to shipment.
• Coordinate shipping to meet customer needs.
• Use Power BI reporting to monitor orders in assigned regions.
• Monitor orders for exceptions and holds; communicate policy changes.
• Act as liaison between internal partners and customers.
• Develop solutions for medium to hard order issues with internal partners.

Conocimientos

Advanced English

Empathy for others

Excellent communication

Microsoft Office

Independent worker

Analytical problem solving

Stakeholder consultation

Customer focus

Continuous learning

Herramientas

MS Office

Descripción del empleo

Responsible for supporting all channel customers by providing exemplary proactive order management support. Responsibilities may be, but 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 (Essential Functions)

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 more medium to hard order/project management after entry through shipment
• Coordinate shipping internally and externally to meet customer need
• Use and inform Power BI reporting to monitor assigned regions 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 relationship 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

• Advanced English skills
• Demonstrated empathy for others At ease in tense situations
• E xcellent communication and organizational skills
• Computer skills - proficiency with Microsoft Office tools and technical aplitude 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
• Consults 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 grow/change/constantly become best version of self