Customer Resolution Specialist I

Acuity; Conyers (GA); Remote; USD 47,000 - 57,000; Full time

Job summary

Acuity Inc. is seeking a Customer Resolution Specialist to support channel customers with order entry, order management, and intake of inquiries. You will help ensure customer requirements and expectations are exceeded, acting as a liaison between customers and internal teams.

Responsibilities include entering purchase orders, monitoring orders for exceptions and delays, and collecting documentation to streamline handoffs. Travel up to 20% may be required.

Qualifications

• Associate’s Degree, Technical Degree or equivalent work experience.
• 1+ years of relevant work experience in customer service or order management
• Excellent communication and organizational skills
• Computer skills - proficiency with Microsoft Office tools and ability 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
• Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer.

Responsibilities

• Entry of customer purchase orders into Acuity order management system.
• 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
• Active contributor in annual initiatives to improve team productivity

Skills

Communication

Organizational skills

Independent work

Team player

Customer focus

Problem solving

Education

Associate’s Degree or technical degree

Tools

Microsoft Office

Job description

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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 .

Work location: This position may be based anywhere in the United States.

Job Summary

The Customer Resolution Specialist is esponsible for supporting all channel customers by providing exemplary order entry support. Responsibilities include, but are not limited to: 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.

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 and Minimum Experience Required

• Associate’s Degree, Technical Degree or equivalent work experience
• 1+ years of relevant work experience in customer service or order management
• 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.

Travel Requirements

• 1-20%

The range for this position is $47,000 to $57,200 USD. Placement within this range may vary, depending on the applicant’s experience and geographic location. 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: Acuity Inc. is an equal opportunity employer. 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 contact Human Resources at [phone], and select option 4. Please be prepared to identify the requisition / position applied for and the aspect of the application process for which you believe accommodation is needed. The company will engage in an interactive process with you to better understand the request and to determine whether reasonable accommodation is needed and available.

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