Manager Customer Care

Acuity; Monterrey; On-site; MXN 450,000 - 600,000; Full time

Job summary

Acuity Inc. in Monterrey is seeking a Backlog Management Leader to transform the backlog handling process and align production priorities with customer needs. You will drive cross-functional collaboration across factory teams to improve service levels and delivery reliability.

The role emphasizes developing a comprehensive backlog management approach, reducing disruptions, and supporting customer experience objectives. Strong leadership and data-driven decision making are essential.

Qualifications

• Bachelor's Degree completed.
• Advanced English skills.
• 3-5 years of relevant experience.
• Experience in manufacturing planning and order management preferred.
• Knowledge of Supply Chain and Distribution preferred.
• Proficiency in Microsoft Office.
• Basic analytical software knowledge, such as Power BI.
• Strong data analysis and KPI management skills.
• Process-oriented mindset and continuous improvement capabilities.
• Strong leadership and team management skills.
• Customer-focused mindset and ability to advocate for customer needs.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to influence and collaborate with cross-functional teams.
• Strong organizational and time management skills.
• Proactive approach and ability to manage multiple priorities in a dynamic environment.
• Empathy and adaptability to motivate and develop team members.

Responsibilities

• Lead and develop a team of Customer Support professionals responsible for meeting and exceeding order management expectations.
• Represent the customer's needs on the factory floor and provide daily support to the team's operational requirements.
• Act as the escalation point for internal and external customer issues.
• Monitor conditions, material availability, and capacity to align production priorities with customer requirements.
• Coordinate with Production, Logistics, Distribution, Sourcing, Product, and Customer Support teams to meet customer expectations and business objectives.
• Evaluate alternatives before rejecting customer expedite requests.
• Support plant-level production load balancing when applicable.
• Conduct root cause analysis for failed or delayed orders.
• Continuously improve backlog management processes, team structure, capabilities, and service performance.
• Lead initiatives to increase industry service levels and team productivity.
• Coach and mentor team members, provide feedback, and support career development.
• Promote a customer-focused and continuous improvement culture.
• Lead annual initiatives to improve customer service levels and team productivity.

Skills

Bachelor's Degree

Advanced English

3-5 years experience

Manufacturing planning

Order management

Supply Chain knowledge

Power BI

Microsoft Office

Data analysis

KPI management

Leadership

Cross-functional collaboration

Education

Bachelor's Degree completed

Tools

Power BI

Microsoft Office

Job description

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 (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals.

Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com .

Job Summary

Lead the transformation of ABL's Backlog Management process to ensure customer orders are managed according to actual customer needs and business priorities. Serve as the customer's voice on the factory floor by proactively aligning production priorities, identifying delivery risks, and coordinating cross-functional teams to improve customer service levels.

Develop and implement a comprehensive backlog management approach that improves order fulfillment, reduces delivery disruptions, and supports the company’s customer experience objectives.

Key Tasks & Responsibilities (Essential Functions)

• Manage and develop a team of Customer Support professionals responsible for meeting and exceeding customer order management expectations.
• Represent the customer's needs on the factory floor and provide daily support to the team's operational requirements.
• Act as the escalation point for internal and external customer issues.
• Monitor operational conditions, material availability, and capacity constraints to align production priorities with customer requirements.
• Coordinate with Production, Logistics, Distribution, Sourcing, Product, and Customer Support teams to ensure customer expectations and business objectives are met.
• Evaluate available alternatives before rejecting customer expedite requests.
• Support plant-level production load balancing when applicable.
• Conduct and participate in root cause analysis for failed or delayed orders.
• Continuously improve backlog management processes, team structure, capabilities, and service performance.
• Lead initiatives focused on increasing industry service levels and improving team productivity.
• Coach and mentor team members, provide performance feedback, support career development, and ensure appropriate training and resources.
• Promote a customer-focused and continuous improvement culture.
• Lead at least one annual initiative focused on improving customer service levels and one focused on team productivity.

Skills And Minimum Experience Required

• Bachelor's Degree completed
• Advanced English skills.
• 3-5 years of relevant experience.
• Experience in manufacturing planning and order management preferred.
• Knowledge of Supply Chain and Distribution preferred.
• Proficiency in Microsoft Office.
• Basic analytical software knowledge, such as Power BI.
• Strong data analysis and KPI management skills.
• Process-oriented mindset and continuous improvement capabilities.
• Strong leadership and team management skills.
• Customer-focused mindset and ability to advocate for customer needs.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to influence and collaborate with cross-functional teams.
• Strong organizational and time management skills.
• Proactive approach and ability to manage multiple priorities in a dynamic environment.
• Empathy, adaptability, and ability to motivate and develop team members.

Travel Requirements

0-25%

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 Inc. 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 [phone], select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.

Any unsolicited resumes sent to Acuity Inc. from 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 Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Acuity Inc. 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.