Customer Care Specialist II

Acuity Brands; Guadalupe; Presencial; MXN 540,000 - 722,000; Jornada completa

Descripción de la vacante

A leading industrial technology company is seeking a support specialist in Guadalupe, Mexico. The role involves managing customer order entries, ensuring customer satisfaction through excellent communication and problem-solving. Candidates should possess an Associate's Degree or equivalent experience, with a focus on the commercial lighting industry preferred. Proficiency in Microsoft Office and the ability to work collaboratively is essential. This position offers a chance to impact customer relationships positively.

Formación

• Proven communication and organizational skills essential for customer interactions.
• Experience with Microsoft Office tools is necessary for daily tasks.
• Analytical skills required for identifying and resolving issues effectively.

Responsabilidades

• Manage order entry and simple order management.
• Communicate with customers and internal teams to ensure order accuracy.
• Act as a liaison to navigate customer inquiries efficiently.

Conocimientos

Excellent communication and organizational skills

Proficiency with Microsoft Office tools

Analytical and problem-solving skills

Ability to work independently and collaboratively

Customer focus and assertiveness

Educación

Associate’s Degree or Technical Degree

Bachelor's Degree (preferred)

Descripción del empleo

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet. Acuity 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

Responsible for supporting all channel customers by providing exemplary order entry support. Responsibilities may be, but not limited to: order entry, simple 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.

Key Tasks & Responsibilities (Essential Functions)

Internal Agency

• Provides standard target pricing when requested
• Provides internal 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 basic level order management after entry through activation
• Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner
• Monitor assigned customer orders proactively to ensure delays are communicated
• Act as liaison/translator between internal partners and customer

Intake

• Point of contact for the entire CX Org to act as navigator for customer
• Collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information
• Submit RFA/Claim/CFA form (etc.) on behalf of the customer per company policy

Company Initiatives

• Active contributor in annual initiatives to increase the industry service level
• Active contributor in annual initiatives to improve team productivity

Skills

• Excellent communication and organizational skills
• Computer skills - proficiency with Microsoft Office tools and technical aptitude 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.

Education (minimum education required)

Associate’s Degree or Technical Degree or equivalent

Preferred Education (i.e. type of degree)

Bachelors Degree

Experience (minimum experience required)

0 to 2 years

Preferred Experience (i.e. industry experience)

• Commercial lighting industry
• Electrical distributor or general contractor industry

Physical Requirements

Sedentary Work – Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking or standing is required only occasionally, and all other sedentary criteria are met.

Travel Requirements

Location % Travel Domestic Only 0 - 25%

Other

Job description is not reflective of all duties. Other duties may be 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 Inc. by a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine, or email address, directly to Acuity Brands employees or to the Acuity Brands resume database, shallbe deemed the property of Acuity Inc. Acuity Inc. 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 Inc. 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.