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Manager Sales Support

Req ID:  8483
Remote Opportunities:  Remote

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. 

Job Summary

Founded in 1987, Eureka is a North American leader in the manufacturing of decorative lighting solutions. We offer a wide range of flexible products designed to meet the needs of architects and designers to enhance contemporary commercial and residential spaces. Eureka has its headquarters in Montreal and conducts its activities mainly in Canada and the United States, but also internationally.


Eureka is a brand of Acuity Brands (AYI), leading industrial technology company. Our brands are some of the most respected in lighting and intelligent spaces.


Under the supervision of the Director of Operations, the Manager Inside Sales is responsible for the development and coaching of the customer service team (inside sales), for planning, coordination, supervision and all activities and operations relating to customer service, inside sales and customer experience.


Key Tasks & Responsibilities (Essential Functions)

  • Participate in the development and execution of strategies and tactics to better meet customer expectations in order to support company growth.
  • Monitor key performance indicators (dashboards)
  • Actively supervise and support the customer service team in their daily tasks.
  • Implement effective communication channels and processes between the different departments, the sales team and the customers.
  • Work closely with the TECH team to resolve issues and respond to customer requests.
  • Write customer communications (product updates, marketing campaigns, etc.)
  • Participate in the development of customer satisfaction assessment tools and the evaluation of our services.
  • Develop and implement action plans and programs aimed at improving customer satisfaction.
  • Analyze and manage customer complaints, comments, requests and suggestions; follow up with concerned employees and develop concrete action plans.
  • Development of training and coaching for customer service representatives.
  • Occasionally go meet customers.

Skills and Minimum Experience Required

  • Bachelor degree in a relevant field
  • Minimum of 5 to 10 years of experience in a similar position
  • Experience in a manufacturing company, preferably in lighting industry, or working with a technical product would represent an important asset
  • Bilingual (French/English) spoken and written
  • Mastery of the Office suite

Knowledge and Skills

  • Excellent oral and written communication skills
  • Stress management and ability to handle stressful situations
  • Good analysis capacity
  • Active listening skills
  • Good priority management
  • Teamwork and diplomatic skills
  • Leadership
  • Attention to detail
  • Ability to multi-tasks

What we offer

  • Competitive remuneration
  • Work flexibility: mainly remote.
  • Be part of a dynamic team within a renowned multi-site company
  • Work in a creative and evolving environment.
  • Participate in technical training activities regarding new products.
  • Access to parking

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. 


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.




Job Segment: Sales Support, Telemarketing, Inside Sales, Sustainability, Sales, Customer Service, Energy

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