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Customer Resolution Lead Representative

Req ID:  9650
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

An Order Support Specialist plays a crucial role in ensuring the smooth processing and fulfillment of customer orders. Responsibilities may be, but not limited to: order entry, simple to medium order management, intake of all customer inquiries and resolution of any small task , regardless of domain. Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded. This position involves managing the entire order cycle, from order entry to delivery, and providing exceptional customer service throughout the process.

Key Tasks & Responsibilities (Essential Functions)

Order Management:

  • Support basic to medium level order/project management after entry through activation
  • Provide timely updates to customers regarding their order status and address any inquiries or issues.
  • Use Power BI reporting to monitor orders assignation proactively to avoid having delays, issues or
  • misscommunications.
  • Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner
  • Troubleshoot and resolve any problems related to orders, including replacements.
  • Act as liaison/translator between internal partners and customer.
  • Utilize order management software to track and manage orders effectively. (Agile, PowerBi, WQ, etc)
  • Closely interaction with Pre-Sales, Post - Sales and Order Excellence.
  • Closely interaction with Engineering , Product and BOM creation teams as needed.
  • Develop solutions for basic and some medium level order issues related to order activation.
  • Develop and demonstrate complete 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.
  • Take ownership and engagement of their individual KPI from Customer Excellence Team.

Skills

  • English proficiency
  • Demonstrated empathy for others
  • Ability to identify issues and find effective solutions quickly.
  • Excellent communication and organizational skills
  • Proficiency in using software to track and manage orders (Ex Agile, WQ, PowerBi, Microsoft, Product search)
  • Accurate and efficient input of order details into the system.
  • Consults appropriate stakeholders before making critical decisions
  • Customer-focus and assertiveness in driving actions required to ensure high levels of customer satisfaction.
  • Focus on results and improving indicators
  • Propose and lead innovation ideas to improve current processes.
  • Self-Driven to seek answer and provide solutions
  • Awareness of product regulations (UL, Cal OSHA)
  • Ensuring accuracy in order processing and documentation.
  • Ability to analyze data related to orders, inventory, and customer feedback to improve processes
  • Detail-oriented, proactive, and capable of managing multiple tasks simultaneously

Minimum Experience Required

  • 2-3 years of experience

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.


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