Work Location

This position may be based anywhere in the United States and includes travel as part of the responsibilities.

This position requires on-site presence in M2, Guadalupe, Reciente Leon, Mexico, following a hybrid work model.

This position requires on-site presence in M2, Guadalupe, Nuevo Leon, Mexico, and must report to the office every business day.

Job Summary

Responsible for supporting all channel customers by providing exemplary proactive order management support. Responsibilities may be, but are 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

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 medium to hard order/project management after entry through shipment
- Coordinate shipping internally and externally to meet customer needs
- Use and inform Power BI reporting to monitor assigned region 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

📌 Customer Resolution Lead Representative (Monterrey)
🏢 Acuity
📍 Monterrey