Key Accounts Customer Care Associate II

ADI Global Distribution; Santiago de Querétaro; Híbrido; MXN 180.000 - 260.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits package

Growth opportunities

Mentoring

Global exposure

Descripción de la vacante

ADI Global Distribution in Mexico is seeking a customer service professional to be the primary contact for an assigned portfolio, handling inbound calls and emails about orders, changes, returns, and RMAs. You will coordinate with Technical Support, Logistics, Manufacturing and Sales to resolve issues and ensure orders ship on time.

The role emphasizes accuracy, proactive problem solving, and teamwork, with opportunities to mentor newer colleagues and improve day-to-day processes in a global,

Formación

• 1-2 years of customer service or support experience, with the ability to independently manage customer requests from start to finish.
• Advanced English communication skills (written and verbal), including professional email correspondence and customer interactions.
• Strong attention to detail and follow-through, ensuring accurate responses, proper documentation, and timely follow-up.
• Critical thinking and problem-solving abilities, with a proactive approach to anticipating customer needs and resolving issues.
• Team-oriented mindset and ability to follow established processes (SOPs) while maintaining professionalism and accountability.

Responsabilidades

• Independently processes routine sales support requests, including order entry, updates, and record maintenance, with minimal guidance.
• Tracks order status and coordinates follow-up on shipping dates, lead times, and basic order changes within established procedures.
• Responds to standard customer and internal inquiries by phone or email, using approved information and company systems.
• Troubleshoots routine issues such as missing information, basic order discrepancies, and simple documentation errors, escalating unusual cases when needed.
• Coordinates with sales, customer service, operations, and other internal teams to help resolve routine order or fulfillment questions.
• Maintains accurate logs, customer notes, and transaction records to support timely service and clean handoffs.
• Guides newer team members informally on basic processes, system usage, and documentation expectations.
• Identifies recurring process issues and shares suggestions to improve day-to-day accuracy and workflow consistency.

Conocimientos

Customer service

English proficiency

Attention to detail

Problem solving

Teamwork

Descripción del empleo

Job Description

Serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met. You will respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs 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. 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 Description

Serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met. You will respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs 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. 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:

• Independently processes routine sales support requests, including order entry, updates, and record maintenance, with minimal guidance.
• Tracks order status and coordinates follow-up on shipping dates, lead times, and basic order changes within established procedures.
• Responds to standard customer and internal inquiries by phone or email, using approved information and company systems.
• Troubleshoots routine issues such as missing information, basic order discrepancies, and simple documentation errors, escalating unusual cases when needed.
• Coordinates with sales, customer service, operations, and other internal teams to help resolve routine order or fulfillment questions.
• Maintains accurate logs, customer notes, and transaction records to support timely service and clean handoffs.
• Guides newer team members informally on basic processes, system usage, and documentation expectations.
• Identifies recurring process issues and shares suggestions to improve day-to-day accuracy and workflow consistency.

YOU MUST HAVE:

• 1-2 years of customer service or support experience, with the ability to independently manage customer requests from start to finish.
• Advanced English communication skills (written and verbal), including professional email correspondence and customer interactions.
• Strong attention to detail and follow-through, ensuring accurate responses, proper documentation, and timely follow-up.
• Critical thinking and problem-solving abilities, with a proactive approach to anticipating customer needs and resolving issues.
• Team-oriented mindset and ability to follow established processes (SOPs) while maintaining professionalism and accountability.

WE VALUE:

• An ability to learn quickly
• Ability to multitask
• Being proactive
• A bias for action
• An ability to work in a team
• A commitment to discovering ways to improve service
• Professionalism
• Emotional intelligence

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.

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.

Job Info

Job Identification : 19151

Job Category : Customer Service

Posting Date : 2026-09-07T13:42:59+00:00

Job Schedule : Full time

Locations : Avenida Palmira No 351. 5to Piso, San Luis Potosi, 78295, MX

(Hybrid)

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.