Customer Care Associate II

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.

Interact with and respond to inquiries from customer and sales reps providing product information, managing the order placement process, and supporting the ProAV channel sales team in effort to enhance the customer experience.

JOB DUTIES:

• Process and submit customer orders and quotes in ERP system
• Interact and consult with customers on orders and service requests
• Confirm inventory in stock and determine best shipping methods
• Investigate order status and provide ETA information to customers
• Establish positive relationship with customers to ensure satisfaction and retention
• Demonstrate behaviors that support core values of the organization
• Participate in team meetings and training
• Processing Returns
• Customer Invoicing
• Perform other related duties as assigned
• Manage phone calls with customer and manufacturers
• Comply with department expectations and SLA's

YOU MUST HAVE:

• Some experience in the field.
• Prior experience with advanced usage of the English language inclusive of written and verbal communication.
• Critical thinking mindset
• Attention to detail
• Problem solving skillset
• Position based in Queretaro

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

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.