Sr Customer Service Associate

Job Description
The representative will serve as the first point of contact for prospective ADI Global customers and determine if they are truly eligible integrator to purchase from ADI. The rep will guide customers through the process of becoming an ADI Global customer, as well as work with other ADI teams such as ADI credit and ADI sales to expedite new account verification.

JOB DUTIES:

• Initiate contact with new and prospective clients in timely manner and serve as the primary point of contact for prospective ADI Global customers.
• Follow up on open new account requests.
• Maintain and update customer records in CRM system, escalate complex issues to the appropriate teams, and document interactions.
• Collaborate internally with multiple departments, including sales and credit, to set up appropriate terms. Ensure quick and easy sales for new customers.
• Perform thorough background research to investigate prospective customers to prevent potential fraud as well as prevent opening accounts that do not fit our customer qualification segments.
• Document verification to confirm authenticity.
• Review applicants' digital presence to make accurate decisions about fraudulent applications.
• Create a warm handoff to sales team once customer is pre-qualified by discussing benefits and services of ADI.

YOU MUST HAVE:

• 2 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.
• Position located in Querétaro

WE VALUE:

• 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.

WHAT'S IN IT 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.

About Us
Resideo is a $6.76 billion global manufacturer, developer, and distributor of technology-driven sensing and control solutions that help homeowners and businesses stay connected and in control of their comfort, security, energy use, and smart living. We focus on the professional channel, serving over 100,000 contractors, installers, dealers, and integrators across the HVAC, security, fire, electrical, and home comfort markets. Our products are found in more than 150 million residential and commercial spaces worldwide, with tens of millions of new devices sold annually. Trusted brands like Honeywell Home, First Alert, and Resideo power connected living for over 12.8 million customers through our Products & Solutions segment. Our ADI | Snap One segment spans 200+ stocking locations in 17 countries, offering a catalog of over 500,000 products from more than 1,000 manufacturers. With a global team of more than 14,000 employees, we offer the opportunity to make a real impact in a fast-growing, purpose-driven industry. Learn more at .

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster , "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision . Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice . If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.

JOB INFO
Job Identification : 17468

Job Category : Customer Support

Posting Date : T22:55:48+00:00

Job Schedule : Full time

Locations : Avenida Palmira No 351. 5to Piso, San Luis Potosi, 78295, MX

(Hybrid)

Incentive Eligible : N/A

Business : ADI Global Distribution

Hiring Salary Range : At Resideo, we are committed to inclusive and equitable compensation. Salaries are determined by factors like role responsibilities, candidate qualifications, and geographic location. We also provide additional benefits tailored to your location and role.