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Customer Resolution Representative Job

Job Classification:  Remote

We Light the Way!


Acuity Brands (NYSE: AYI) is transforming the lighting industry. We take pride in our 12,000 employees, and they take pride in working with the best in the industry.  Join a team committed to lighting the way to a more brilliant, connected, and productive world.  Individually we are talented, but together we are unstoppable.  

Job Summary

Responsible for supporting Acuity Sales Channel Sales and channel customers by providing exemplary sales support.  Responsibilities may be, but not limited to order entry & management and post sales warranty issues support.   Proactively maintains and grows relationships with key customers, including on-site visits, by ensuring customer requirements and expectations are exceeded.

 Order Activation: (20%)

-Monitor and clear order exceptions owned or assigned to Customer Resolution daily to drive timely order activation, production, and shipment.

-Advocate on behalf of the customer with other ABL matrix partners to help resolve escalations or completion of tasks that might be delaying the order fulfillment cycle.

Order Management: (45%)

-Point of contact for customers to support order management needs, expedites, status, or changes during order life cycle.

-Provide direction based on voice-of-the-customer throughout the matrix organization and coordinate activities to meet the customers' needs and provide a superior customer experience.

-Responsible for developing solutions for order issues leveraging business relationship with ABL matrix partners as needed.

-Provide shipping or invoice information upon customer request.

-Develop and continually expand a comprehensive understanding of the components of the order fulfillment cycle to include the ordering process, product interpretation, lead time management, system order rules, scheduling and manufacturing objectives, and product flow through distribution.

Post Sales / Warranties: (20%)

-When necessary, assist researching or by providing additional context and direction on OS&D, miss shipments, freight claims, or warranty situations.

-Responsible for processing of Customer, Agent, Contract based, and ABL product issue returns. A small percent of RA entry might be needed in special circumstances.

 Intervention: (10%)

-Support company efforts to maximize production and shipments output efficiently for month end, while working with customers to meet their expectations. (e.g: Increased ANR, smart pull ins, enforcement of intervention policy).

ABS-Lean Initiatives: (5%)

- Use Acuity Business System (ABS) Tools daily for individual and departmental metrics and KPIs.

- Use Lean and ABS Tools to identify opportunities within daily work and process improvement events.  (e.g. order process, spikes, Kanban, sales entity efficiency, system order rules, product flow through distribution).

Required Years of Experience

0-3 Years

Required Education

Associates Degree or Equivalent experience. Bachelor's degree preferred.

Experience Required

0-3 years plus the education listed above. Communication skills (written and verbal) to provide clear and concise information to the customer.  Ability to work both independently and as a team player who can contribute to an inclusive environment. Organizational skills; able to plan time and work effort effectively with a focused attention to details.  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.



We invite you to apply today to join us as We Light the Way to a Brilliant, Productive, and Connected World!


Please utilize the internal career site to apply if you are a current employee at Acuity Brands. 


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. 

Please click here and here for more information.


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.

Req ID:  2469

Nearest Major Market: Atlanta

Job Segment: Customer Service Representative, Database, Fulfillment, Sales Support, Business Process, Customer Service, Technology, Operations, Sales, Management

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