Customer Care Lead Specialist

Job Summary

Responsible for supporting all channel customers by providing exemplary proactive order entry support.  Responsibilities may be, but not limited to:  order entry, basic to complex 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 interdepartmentally. Candidate should expect to be responsible for documenting knowledge and process. Candidate should expect to have supervisory requirements for two or more teammates. Candidate should expect to mentor and support growth of all whom they encounter.  

Key Tasks & Responsibilities (Essential Functions)

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
• Receive customer purchase order (PO) and works with customer or internal quoting team to clarify material, pricing, or other information prior to entry, if needed.
• Entry of customer purchase order (PO) into Acuity order management system.
• Communicate team needs and potential solutions to leadership 
• Teach and support others in their journey to effectively achieve the above

Order Management:

• Support more complex order/project management after entry through shipment
• Coordinate shipping internally and externally to meet customer need 
• Use, inform, and teach others to value, Power BI reporting to monitor assigned regions orders proactively to ensure delays, issues, or improvements are communicated
• Lead development of new and innovative processes that increase team productivity & efficiency in getting to customer satisfaction 
• Ensure team monitoring of orders in 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
• Lead development of solutions for complex level order issues, leveraging business relationship with ABL matrix partners as needed
• Demonstrate and cultivate a deeper understanding of the order fulfillment cycle, such as product and services knowledge, lead time management, business system logic (orders, manufacturing, inventory and shipment) and the relationship within the customer ecosystem
• Communicate team needs and potential solutions to leadership 
• Teach and support others in their journey to effectively achieve the above

Company Initiatives:

• Active leader in annual initiatives to increase the industry service level
• Active leader in annual initiatives to improve team productivity

Skills and Minimum Experience Required

• Associate’s Degree or Technical Degree or equivalent
• 6-8 years of customer support 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
• Consults 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 grow/change/constantly become best version of self 
• Demonstrated passion for helping others succeed , mentoring, teaching etc. 

Preferred Education

• Bachelors Degree

Preferred Skills and Experience

• Experience in the commercial lighting industry
• Experience in the electrical distributor or general contractor industry

Physical Requirements

Sedentary Work – Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time.  Jobs are sedentary if walking or standing is required only occasionally, and all other sedentary criteria are met.