Customer Care Associate I

Ready to make a real impact? Join our team as a key customer advocate, where you’ll support all Pro AV accounts and help deliver a standout experience for both external customers and internal partners, including our sales teams, from order placement through resolution. In this role, you’ll be a trusted go-to contact customers and internal teams count on for timely updates, accurate information, and confident support. You’ll handle customer calls and emails, assist with order inquiries, shipping updates, order changes, repairs, returns, and RMAs, and partner closely with Technical Support, Logistics, Manufacturing, Sales, and Product Management to keep things moving and deliver solutions that matter.

If you enjoy solving problems, building relationships, and being part of a team that makes a difference every day, this is a great opportunity to grow. You’ll gain hands-on business knowledge, sharpen your problem-solving skills, and contribute to a collaborative, fast-moving team focused on helping customers succeed.

JOB DUTIES:

• Process customer orders and quotes accurately and efficiently in the ERP system
• Be a trusted, knowledgeable resource for customers, sales representatives, and internal partners
• Deliver helpful product, order, pricing, inventory, and shipping information that keeps customers informed and confident
• Research order status, provide ETA updates, and proactively communicate clear next steps
• Collaborate with internal teams, sales partners, and external vendors to resolve customer questions, concerns, and service requests
• Support order entry, expediting, change orders, returns, invoicing, and discrepancy resolution
• Build strong customer relationships that drive satisfaction, confidence, and retention
• Jump into team meetings, training, and continuous improvement efforts with ideas and energy
• Bring professionalism, accountability, and company values to every interaction
• Manage phone and email communication with customers, sales teams, and manufacturers
• Help the team meet department expectations, service-level agreements, and quality standards
• Pitch in where needed to support team wins and customer success

MUST HAVE:

• Experience in customer service, order management, sales support, or a related field
• Strong written and verbal communication skills in English
• A curious, critical-thinking mindset and the ability to work through details with care
• Excellent attention to detail and a commitment to accuracy
• A solution-focused approach and the confidence to help resolve customer concerns

WHAT WILL HELP YOU THRIVE:

• A drive to learn quickly, ask great questions, and grow within the role
• The ability to multitask, prioritize, and stay organized in a fast-paced environment
• A proactive mindset and the willingness to take ownership from start to finish
• A bias for action and a strong commitment to follow-through
• Strong teamwork and collaboration skills
• A passion for improving processes and creating a better customer experience
• Professionalism, good judgment, and emotional intelligence
• A positive attitude and genuine excitement for helping customers and teammates succeed

WHAT'S IN 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.

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