Customer Success & 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

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.