Customer Resolution Specialist I

Acuity Inc.; Athens (GA); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Health care

Dental coverage

Vision plans

401K

Commissions/incentives

Job summary

Acuity Inc. is seeking an experienced Customer Service / Order Management professional to handle order entry, inquiries, and early-stage pricing while coordinating with internal teams. You will ensure accurate PO processing and proactive order monitoring to meet customer expectations.

The role emphasizes cross-functional collaboration, responsiveness, and a strong focus on delivering a superior service experience for customers across North America and beyond.

Qualifications

• Associate’s Degree, Technical Degree or equivalent work experience.
• 1+ years of relevant work experience in customer service or order management.
• Proficiency with Microsoft Office tools and ability to learn new software tools.
• Consults appropriate stakeholders before making critical decisions.
• Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer.

Responsibilities

• Handle order entry, management, inquiries, and ensure customer requirements are exceeded.
• Provides standard target pricing when requested.
• Provides internal crossover support when requested.
• Enter PO into Acuity order management system.
• Support basic level order management after entry through activation.
• Monitor orders for exceptions and holds to ensure timely activation, production, and shipping.
• Monitor assigned customer orders and communicate delays.
• Act as liaison between internal partners and customer.
• Point of contact for the CX Org to navigate customer needs.
• Document details for smooth transition to other departments.
• Submit RFA/Claim/CFA forms per company policy.
• Contribute to annual initiatives to raise industry service levels.

Skills

Customer service

Order management

Microsoft Office

Stakeholder consultation

Customer focus

Education

Associate degree

Technical degree

Tools

CRM software

Job description

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. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia.

Responsibilities

• order entry, 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.
• 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.
• 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
• 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
• Active contributor in annual initiatives to increase the industry service level

Qualifications

• Associate’s Degree, Technical Degree or equivalent work experience
• 1+ years of relevant work experience in customer service or order management
• Computer skills - proficiency with Microsoft Office tools and technical aptitude to learn new software tools.
• Consults appropriate stakeholders before making critical decisions
• Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer.

Travel Requirements

• Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role.

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 in the Application Process: It complies with the Americans with Disabilities Act (ADA) and other applicable laws requiring reasonable accommodation of persons with disabilities in employment. This includes the provision of reasonable accommodation in the application process. If you believe you need reasonable accommodation to assist with our online application system or any aspect of the application process, please be prepared to identify the requisition / position applied for and the aspect of the application process for which you believe accommodation is needed.