Customer Care Specialist Sr. - LATAM & Canada

Acuity; Atlanta (GA); On-site; CAD 91,433 - 126,600; Full time

Job summary

The Partner Care Specialist – LATAM & Canada serves as the regional subject matter expert supporting partners and customers across Latin America and Canada. Responsibilities include international order execution, trade compliance, logistics coordination, regional customer support, process improvement and cross‑functional operational support.

You will work with Sales, Logistics and internal stakeholders to resolve issues.

Qualifications

• Bachelor’s degree in Business, International Business, Supply Chain, or related field; or equivalent experience.
• 3+ years of customer service, order management, export operations, or related experience.
• Advanced proficiency in Oracle ERP and Salesforce/CPQ.
• Power BI and operational reporting experience.
• Knowledge of international logistics, export controls and trade compliance.
• Experience with LATAM and Canada customs/documentation.
• Strong analytical, communication, and problem‑solving skills.
• Experience in process improvement and cross‑functional collaboration.

Responsibilities

• Manage LATAM and Canada partner relationships, customer support activities, order execution, compliance requirements, and regional service delivery.
• Execute and monitor international order management, export documentation, customs requirements, and trade compliance processes.
• Develop and maintain SOPs, support process improvements, and provide operational reporting through Power BI.
• Collaborate with Sales, Logistics, Freight Forwarders, and internal stakeholders to resolve operational issues.
• Identify compliance risks, elevate policy exceptions, and support regional business initiatives.

Skills

Power BI

Analytical skills

Cross-functional collaboration

Communication skills

Logistics knowledge

LATAM & Canada customs

Education

Bachelor’s degree in Business/International Business/Supply Chain

Tools

Oracle ERP

Salesforce/CPQ

Job description

QSC is creating exceptional, people‑centric experiences with the perfect balance of technology and creativity. Q‑SYS, our innovative full‑stack audio, video and control platform, unifies data, devices and a cloud‑first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences.

Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability. Acuity Inc. (NYSE: AYI) is a market‑leading industrial technology company. We use technology to solve problems in spaces, light and more. 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 and includes travel as part of the responsibilities.

Job Summary

The Partner Care Specialist – LATAM & Canada serves as the regional subject matter expert supporting partners and customers across Latin America and Canada. Responsibilities include international order execution, trade compliance, logistics coordination, regional customer support, process improvement and cross‑functional operational support.

Key Tasks & Responsibilities (Essential Functions)

• Manage LATAM and Canada partner relationships, customer support activities, order execution, compliance requirements, and regional service delivery.
• Execute and monitor international order management, export documentation, customs requirements, and trade compliance processes.
• Develop and maintain SOPs, support process improvements, and provide operational reporting through Power BI.
• Collaborate with Sales, Logistics, Freight Forwarders, and internal stakeholders to resolve operational issues.
• Identify compliance risks, elevate policy exceptions, and support regional business initiatives.

Skills And Minimum Experience Required

• Bachelor’s degree in Business, International Business, Supply Chain, or related field; or equivalent experience.
• 3+ years of customer service, order management, export operations, or related experience.
• Advanced proficiency in Oracle ERP and Salesforce/CPQ.
• Power BI and operational reporting experience.
• Knowledge of international logistics, export controls and trade compliance.
• Experience with LATAM and Canada customs/documentation.
• Strong analytical, communication, and problem‑solving skills.
• Experience in process improvement and cross‑functional collaboration.

Preferred Skills And Experience

• Degree in International Business, Supply Chain, Logistics, or Global Trade preferred.
• Prior LATAM/Canada support experience.
• Bilingual Spanish preferred.
• Export compliance experience.

Physical Requirements

• Light work.

Travel Requirements

• 1-20 % travel.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity or expression, ethnicity or national origin, disability, pregnancy, religion, 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 accommodation, please contact us at (770) 922‑9000, select option 4. Please indicate what type of accommodation you are requesting and for what requisition.

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