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Customer Care Specialist II

Req ID:  9842
Remote Opportunities:  Onsite

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. 

 

You may utilize this posting to upload your resume and information.

Job Summary

You will support orders from all channels by providing exemplary internal processing and backlog management support.  Responsibilities may be, but are not limited to:  manual processing, simple to medium customer pull-in requests, backlog management, and potential intake of internal order inquiries. You will take ownership of resolution of all tasks, regardless of domain.  You will continually seek opportunities to strengthen internal relationships by ensuring requirements and expectations are exceeded. You are here to serve internal customers. Your success opens capacity within CX, Sales, and Product groups. 

Key Tasks & Responsibilities (Essential Functions)

Manual Processing:
•    Ensure order target dates are aligned with true lead times to ensure commitments match reality 
•    Interpret and resolve internal order work queue tasks that prevent activation 
•    Interpret and resolve internal order work queue tasks that prevent shipment 
•    Interpret and process return authorizations according to internal policy

Customer Pull-In Requests: 
•    Represent the customer in the manufacturing environment    
•    Facilitate the approval of business opportunity requests prior to order entry; Seeking problem solutions that ensure orders are won 
•    Facilitate the approval of customer pull-in requests for open orders
•    Work together with customer support and manufacturing operations to establish, communicate, and execute the path to meeting the customer’s needs 
•    Seek, suggest, and coordinate alternates with manufacturing operations
•    Ensure system visibility of commitments both internally and externally 
•    Proactive communication to support partners when commitments will be missed

Backlog Management:
•    Represent the customer in the manufacturing environment    
•    Use Power BI reporting to monitor opportunities for pull in outside of requested expedites, ensuring committed dates match reality 
•    Use tools to proactively identify and communicate constraints that impact the backlog and provide alternative solutions to resolve 
•    Ensure pro-active communication of date changes (both pull in and push out) 
•    Demonstrate an 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

Skills

  • 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.

Minimum Experience Required

  • 0 to 2 years of experience in Customer service or Supply chain knowledge

We value diversity and are an equal opportunity organization.  All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.

 

Any unsolicited resume submitted to Acuity Brands by 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 the Acuity Brands resume database, shall be deemed the property of Acuity Brands. Acuity Brands will NOT pay a fee for any hiring resulting from the receipt of an unsolicited resume.

 

Any candidate for whom an Agency has submitted an unsolicited resume will be deemed by Acuity Brands to have been referred by the Agency free of charge or fee. This includes any agency that is an approved/contracted provider but does not have the proper approvals to participate in a search.


Job Segment: Fulfillment, Machinist, Sustainability, Supply Chain, Customer Service, Operations, Manufacturing, Energy

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