Customer Resolution Specialist II

Req ID: 9640

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

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 by ensuring customer requirements and expectations are exceeded.

Key Tasks & Responsibilities (Essential Functions)

Order Entry:

Could include receiving PO from customer and working with customer if needed to clarify order needs.
Entry of customer PO into Acuity order management system.
-Provide order confirmation to customer.

Order Management:

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:

Point of contact for customer to report potential Post Sales issues.
Validate inquiry and seek clarification from customers if needed.
Submit freight claim on behalf of the customer under company policy.
Submit request for warranty claims for defective material and be the liaison between warranty team and Customer/Sales.
Implement warranty claim resolution per warranty department's directive.
Communicate resolution back to the customer and Sales.

Skills

Customer focused
Attention to details
Able to perform in very fast pace changing environment
Able to multitask between phones and systems / applications
Proficient with MS basic suit
Minimum typing speed of 38wpm
Able to work in a team environment
Great communication skills
Problem solving skills
Bilingual English, Spanish
International Trade compliance, Import/Export experience (Export Documents, SLI, Routed transaction forms)
Latin America business culture knowledge

Minimum Experience Required

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.