Especialista de Resolución de Problemas de Clientes II

Resumen del trabajo

Responsible for supporting all channel customers by providing exemplary order entry support.  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.

Tareas y responsabilidades clave (funciones esenciales)

Internal Agency: 

•    Provides standard target pricing when requested; Provide guidance and support when non-standard pricing is required
•    Provides internal and external crossover support when requested 
•    Receives 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.

Order Management:

•    Support more basic to medium level order/project management after entry through activation
•    Coordinate shipping internally and externally to meet customer need 
•    Use Power BI reporting to monitor assigned regions orders proactively to ensure delays, issues, or improvements are communicated
•    Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner
•    Act as liaison/translator between internal partners and customer. 
•    Develop solutions for basic and some medium level order issues, leveraging business relationship with ABL matrix partners as needed. 
•    Develop and demonstrate a basic 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 
•    Ask probing questions to collect and document details 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 

Otros

• Preferred Education (i.e. type of degree) : Bachelors Degree
• Preferred Experience (i.e. industry experience) : Commercial Lighting industry Electrical distributor or general contractor industry
• Experience (minimum experience required) : 2 Years of experience

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