Customer Care Analyst
Acuity
Job Level
Entry Level
About the role
- Integrate recent graduates into Acuity Brands’ organization through the New Grads Program in Mexico
- Manage order processing and provide backlog support across all channels
- Perform manual entries, customer pull-in requests, and respond to internal inquiries
- Take full ownership of resolutions and document processes
- Train cross-functional teams and train others on processing return authorizations per policy
- Mentor and supervise at least two teammates, fostering strong internal relationships
- Monitor and align order target dates with actual lead times; ensure proactive communication of delivery date changes
- Resolve internal order tasks that block activation or shipment and represent customer needs in manufacturing discussions
- Use and teach Power BI to identify expedite opportunities and identify/communicate backlog constraints with solutions
- Review and validate lead times with manufacturing teams and make prioritization decisions based on business impact
- Enhance efficiency across CX, Sales, and Product teams
Requirements
- Bachelor’s degree or engineering graduate within the last 12 months
- Bilingual (English & Spanish)
- No prior formal work experience required
- High potential demonstrated through academics, projects, or extracurriculars
- Strong analytical and problem-solving skills; sound judgment in critical situations
- Customer-focused mindset and assertiveness to drive superior service outcomes
- Effective communication and collaboration skills; ability to work independently and in inclusive teams
- Proficiency in Microsoft Office and ability to learn new technical tools quickly
- Empathy and composure in high-pressure or tense situations
- Passion for mentoring, teaching, and knowledge sharing
- Commitment to personal growth, learning, and continuous improvement
- Experience or willingness to mentor/supervise teammates (mentoring/supervising at least two teammates)
