Customer Care Senior Lead Specialist

Req ID: 9749

Remote Opportunities: Remote

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.

Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

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 be an active participant in the monthly operating cadence of the team. This includes but is not limited to providing input into appropriate KPI's, mining data and producing content for leadership reviews. 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 8 or more teammates. Candidate should expect to mentor and support growth of all whom they encounter. Candidate should expect to take on Manager role in a backup capacity when required, on any Order Excellence team.

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.
Manage external customer relationships; Act as a point of escalation for resolution of problems
Act in the capacity of "Agency Principal" when partnering with Acuity Sales teams
Communicate team needs and potential solutions to leadership

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

Intake:

Point of contact for the entire CX Org to act as navigator for customer
Resolve “tier 0” problems outside of Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible to ensure customer resolution
Seek to “learn and teach everything” (product process etc.) to ensure an increase of issues that are fully resolved in the moment
Develop the appropriate probing questions to collect and document details of any issue for easy transition to other departments, ensuring a customer does not have to repeat information
Diagnose issue/need; Submit RFA/claim/CFA form on behalf of the customer per company policy
Ensure knowledge capture in shared database/tool to increase number of issues that are fully resolved in the moment
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 to 8 years in customer service or customer support
Demonstrated empathy for others
At ease in tense situations
Excellent communication and organizational skills
Computer skills - proficiency with Microsoft Office tools and technical aplitude 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

Physical Requirements

Light work

Travel Requirements

1-20%

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.

Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

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The range for this position is $64,300.00 to $115,700.00. Placement within this range may vary, depending on the applicant’s experience and geographic location.