Acuity Brands Customer Care Lead Specialist in Conyers, Georgia
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. 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.
Job Summary
Responsible for supporting all channel customers by providing exemplary proactive order entry support. Responsibilities include order entry, basic to complex order and project management, intake of all customer inquiries, and resolution ownership of any task, regardless of domain. The candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded. They should expect to become an expert capable of training and teaching others interdepartmentally and be responsible for documenting knowledge and processes. Supervisory responsibilities for two or more teammates and mentoring support for growth are also expected.
Key Tasks & Responsibilities (Essential Functions)
Internal Agency:
- Provide standard target pricing when requested; provide guidance and support when non-standard pricing is required.
- Provide internal and external crossover support when requested.
- Make suggestions for alternate options within fixture families.
- Gather appropriate internal/external parties to solve problems.
- Receive customer purchase order (PO) and work with customer or internal quoting team to clarify material, pricing, or other information prior to entry.
- Entry of customer purchase order (PO) into Acuity order management system.
- Communicate team needs and potential solutions to leadership.
- Teach and support others in their journey to effectively achieve the above.
Order Management:
- Support more complex order/project management after entry through shipment.
- Coordinate shipping internally and externally to meet customer needs.
- Use, inform, and teach others to value Power BI reporting to monitor assigned regions orders proactively to ensure delays, issues, or improvements are communicated.
- Lead development of new and innovative processes that increase team productivity & efficiency in getting to customer satisfaction.
- Ensure team monitoring of orders for exceptions and holds to ensure orders are activated, produced, and shipped in a timely manner.
- Act as liaison/translator between internal partners and customers while developing internal relationships outside the context of a problem.
- Lead development of solutions for complex level order issues, leveraging business relationships with ABL matrix partners as needed.
- Demonstrate and cultivate a deeper understanding of the order fulfillment cycle, including product and services knowledge, lead time management, and business system logic.
- Communicate team needs and potential solutions to leadership.
- Teach and support others in their journey to effectively achieve the above.
Company Initiatives:
- Active leader in annual initiatives to increase the industry service level.
- Active leader in annual initiatives to improve team productivity.
Skills and Minimum Experience Required
- Associate’s Degree or Technical Degree or equivalent.
- 6-8 years of customer support experience.
- Demonstrated empathy for others.
- At ease in tense situations.
- Excellent communication and organizational skills.
- Computer skills - proficiency with Microsoft Office tools and technical aptitude 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.
- Consult appropriate stakeholders before making critical decisions.
- Customer-focused and assertive in driving actions required to create a superior service experience for the customer.
- Passion for learning and an ardent desire to grow/change/constantly become the best version of self.
- Demonstrated passion for helping others succeed, mentoring, teaching, etc.
Preferred Education and Experience
- Experience in the commercial lighting industry.
- Experience in the electrical distributor or general contractor industry.
Physical Requirements
Sedentary Work – Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time.
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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 and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans.
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