Customer Resolution Lead Representative

Acuity; Atlanta (GA); On-site; MXN 260,000 - 380,000; Full time

Job summary

Acuity Inc. in Mexico seeks a proactive Order Management Specialist to support channel customers with order entry, project management, and inquiry resolution.

You will become an expert, document knowledge, and help exceed customer expectations while maintaining accurate processing through the order lifecycle. Key responsibilities include pricing guidance, coordinating shipping, using Power BI to monitor regional orders, and serving as a liaison between internal teams and customers.

Qualifications

• Bachelor Degree
• Advanced English skills
• Customer service experience
• Demonstrated empathy for others, at ease in tense situations
• Excellent communication and organizational skills
• Computer skills - proficiency with Microsoft Office tools and ability to learn new software
• Ability to work 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

Responsibilities

• Provide standard target pricing and guidance for pricing when required
• Coordinate shipping and order/project management through shipment
• Use Power BI reporting to monitor orders and communicate delays or improvements
• Act as liaison between internal partners and customer to build relationships
• Develop solutions for medium to hard level order issues with internal partners
• Serve as navigator for customer across the CX Org and resolve tier 0 problems in real time
• Seek to learn product/process details to resolve issues fully
• Contribute to annual initiatives to improve service levels and team productivity

Skills

Advanced English

Customer service

Communication

Empathy

Teamwork

Analytical skills

Problem solving

Time management

Education

Bachelor Degree

Tools

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

Responsible for supporting all channel customers by providing exemplary proactive order management support. Responsibilities may be, but not limited to: order entry, simple to difficult order and project management, intake of all customer inquiries and resolution ownership of any task, regardless of domain. Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded. Candidate should expect to become an expert capable of training and teaching others. Expect to be responsible for documenting knowledge and process.

Key Tasks & Responsibilities (Essential Functions)

Internal Agency:

• Provide standard target pricing when requested; Provide guidance and support when non-standard pricing is required
• Provide internal and external crossover support when requested
• Make suggestions for alternate options within fixture families
• Gather appropriate internal/external parties to solve problems

Order Management:

• Support more medium to hard order/project management after entry through shipment
• Coordinate shipping internally and externally to meet customer need
• Use and inform 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; Inform internal rule / policy changes to reduce these holds/delays
• Act as liaison/translator between internal partners and customer while developing internal relationships outside the context of a problem
• Develop solutions for medium to hard level order issues, leveraging business relationship with ABL matrix partners as needed.

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 to ensure customer resolution
• Seek to “learn everything” (product process etc.) to ensure an increase of issues that are fully resolved in the moment
• Ask probing questions to collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information

Company Initiatives:

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

Skills and Minimum Experience Required

• Bachelor Degree
• Advanced English skills
• Customer service experience
• Demonstrated empathy for others At ease in tense situations
• Excellent communication and organizational skills
• Computer skills - proficiency with Microsoft Office tools and technical aplitude 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.
• Passion for learning and an ardent desire grow/change/constantly become best version of self

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.