Hybrid Account Onboarding Specialist

at ESA - Electronic Security Association

• Job title: Account Onboarding Specialist
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Queretaro, Mexico

About the role

• Primary customer contact for account services at Resideo in Querétaro, Mexico. Resolving inquiries and collaborating with various departments to ensure customer satisfaction.

Responsibilities

• Serve as the primary customer contact for your assigned portfolio of accounts and ensure all customer needs and expectations are met.
• Respond to inbound customer calls and email regarding order inquiry as to ship dates, problems, order changes, repairs and RMA's.
• Assist other customer service associates with administrative duties.
• Communicate with other departments such as Technical Support, Logistics, Manufacturing, Regional Sales Managers, Product Managers, etc., to resolve customer issues.
• Support ordering processing including order entry, expediting orders, change orders, returns, monitoring order status and resolving discrepancies.
• Help Resideo 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.

Requirements

• 1+ years of experience in a customer service role, handling inquiries, resolving issues, and delivering high-quality client support.
• Advanced English proficiency, both written and spoken.
• Familiarity with the wholesale distribution industry, particularly in security, AV (audio/visual), and low-voltage products.
• Ability to work in a fast-paced, highly matrixed environment.
• Broad knowledge of principles and best practices in customer service.
• Proficient in working both independently and as part of a team.
• An ability to take initiative and work with limited direction.
• Strong attention to detail.
• Experience with Salesforce and Excel, including data entry, case management, reporting, and basic data analysis.

Benefits

• 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.