Acuity Brands Customer Care Lead Specialist in Guadalupe , Mexico
We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.
Acuity Brands, 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 and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.
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Job Summary
You will support orders from all channels by providing exemplary internal processing and backlog management support. Responsibilities may be, but are not limited to: manual processing, more complex customer pull-in requests, proactive backlog management, and potential intake of internal order inquiries. You will take ownership of resolution of all tasks, regardless of domain. You will become an expert capable of training and teaching others interdepartmentally. You will be responsible for documenting and maintaining knowledge and process. You will continually seek opportunities to strengthen internal relationships by ensuring requirements and expectations are exceeded. Candidate should expect to be responsible for documenting knowledge and process. Candidate should expect to have supervisory requirements for two or more teammates. Candidate should expect to mentor and support growth of all whom they encounter. You are here to serve internal customers. Your success opens capacity within CX, Sales, and Product groups.
Key Tasks & Responsibilities (Essential Functions)
Represent the customer perspective in the manufacturing environment; proactively asking questions and expressing needs on behalf of the customer;
Make decisions on behalf of the customer; Teach others to do the same.
Facilitate the approval of more complex, project level, business opportunity requests prior to order entry;
Seeking problem solutions that ensure orders are won
Facilitate the approval of more complex, project level, customer pull-in requests for open orders
Lead customer support and manufacturing operations to establish, communicate, and execute the path to
meeting the customer’s needs
Proactively seek, suggest, and coordinate alternates with manufacturing operations, Consulting product teams as required
Proactive ownership at production level for commitments
Proactively review and ensure system visibility of all team commitments both internally and externally
Ensure team is proactively communicating with support partners when commitments will be missed
Serve as first point of escalation for internal partners
Communicate team needs and potential solutions to leadership
Teach, mentor, support others in their journey to effectively achieving the above
Skills and Minimum Experience Required
1 to 3 years of experience in customer service/ supply chain
Bachelor's Degree or equivalent
We value diversity and are an equal opportunity organization. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.
Any unsolicited resume submitted to Acuity Brands by a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine, or email address, directly to Acuity Brands employees or to the Acuity Brands resume database, shall be deemed the property of Acuity Brands. Acuity Brands will NOT pay a fee for any hiring resulting from the receipt of an unsolicited resume.
Any candidate for whom an Agency has submitted an unsolicited resume will be deemed by Acuity Brands to have been referred by the Agency free of charge or fee. This includes any agency that is an approved/contracted provider but does not have the proper approvals to participate in a search.
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