Customer Resolution Lead Representative

Acuity Brands; Guadalupe; Presencial; MXN 30,000 - 45,000; Jornada completa

Descripción de la vacante

A leading industrial technology company in Nuevo León is seeking an Order Support Specialist to ensure smooth processing and fulfillment of customer orders. Responsibilities include order entry, customer inquiries, and proactive management of order statuses. Candidates should possess strong problem-solving, communication, and organizational skills. This role is pivotal in providing exceptional service and addressing any order-related issues.

Formación

• Empathy for others is crucial.
• Ability to identify and solve issues quickly.
• Strong communication and organizational skills.

Responsabilidades

• Manage order processing and fulfill customer orders.
• Address customer inquiries and resolve issues.
• Use Power BI to monitor order assignments.

Conocimientos

Empathy

Problem-solving

Communication

Organizational skills

Customer-focus

English proficiency

Herramientas

Order management software

Power BI

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.

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 include: order entry, simple to medium order management, intake of all customer inquiries and resolution of any small tasks, regardless of domain. The 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)

• Provides internal and external crossover support when requested.
• Provides immediate resolution to small tasks that are holding orders to be activated.
• Interpret and resolve internal order WQ tasks that prevent activation.
• Interpret and resolve internal order WQ tasks that prevent shipments.
• 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 assignment proactively to avoid having delays, issues, or miscommunications.
• 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 customers.
• Utilize order management software to track and manage orders effectively.
• Closely interact with Pre-Sales, Post-Sales, and Order Excellence teams.
• Closely interact 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.
• Take ownership and engagement of their individual KPI from the Customer Excellence Team.

Skills and Minimum Experience Required

• Demonstrated empathy for others.
• Ability to identify issues and find effective solutions quickly.
• Excellent communication and organizational skills.
• Preferred Experience (i.e., industry experience).
• Proficiency in using software to track and manage orders.
• 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.
• English proficiency.
• Focus on results and improving indicators.
• Propose and lead innovation ideas to improve current processes.
• Self-Driven to seek answers and provide solutions.
• Logistics and trade compliance Import - Export (Desirable).
• Awareness of product regulations (UL, Cal OSHA).
• Ensuring accuracy in order processing.

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.