Job Summary 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
See

📌 Customer Service Experience Representative (México)
🏢 Acuity
📍 México