Director Customer Care
hace 2 meses
We use technology to solve problems in spaces, light, and more things to comefor 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.
You may utilize this posting to upload your resume and information.
**Job Summary**:
You are accountable for bringing the voice of CX into our Mexico operations. You will foster strategic relationships with our manufacturing leaders & key management team members to bring the
voice of the customer, better understand their needs, and bring to light their impact on the business. You will execute the transformation of ABL Backlog Management focused on serving customers according to their real needs. Whether it is a request to expedite an order or aligning production priorities, you will be accountable for defining, implementing, and ensuring execution of an industry leading
comprehensive approach to customer support through Backlog Management. You will increase your knowledge of system rules and dating logic and with your expertise, you will reimagine the way we
service customer orders today. The processes you will develop in this role will mobilize all support teams to collectively achieve our stated CX goal to "increase the industry service level". Your success unlocks capacity within our CX, Product, Operations, and Sales leadership that in turn, leads to further commercial success.
**Key Tasks & Responsibilities (Essential Functions)**:
- Strategic direction and Leadership
- Talent Development
- Backlog management
- Customer Support
- Lead & participate in customer / job site visits; Particularly large or strategic customers to establish experience presence, firsthand experience to customer impact, and to
receive customer feedback for improvements on service and the overall customer experience.
**Requirements**:
- Bachelor’s degree or equivalent work experience or certifications
- Solid understanding of staff management and business strategies
- Excellent problem-solving and critical thinking skills
- Superior management and interpersonal skills
- 9+ years’ customer and managerial experience across a variety of domains
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.
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