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, Nuevo Leon, Mexico, following a hybrid work model.

This position requires on-site presence in M2, Guadalupe, Reciente 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 medium to hard level order issues, leveraging business relationships 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

Bachelor degree

Advanced English skills

Customer service experience





Demonstrated empathy for others; At ease in tense situations

Excellent communication and organizational skills

Computer skills – proficiency with Microsoft Office tools and technical aptitude 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

Consult 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 to grow/change/constantly become the best version of self

Travel Requirements
0-25%

Compensation & Benefits
The range for this position is $223,000.00 to $401,400.00. Placement within this range may vary depending on the applicant’s experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401(k) benefits, and commissions/incentive compensation depending on the role.

Equal Opportunity Employer
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

E-Verify Participation Poster
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EEOC
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📌 Customer Resolution Lead Representative (Ejido de la Finca)
🏢 Acuity
📍 Ejido de la Finca