Customer Resolution Specialist Ii

hace 3 semanas

Guadalupe, México Acuity Brands A tiempo completo

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**:
Responsible for supporting Acuity Sales Channel Sales and channel customers by providing exemplary sales support. Responsibilities may be, but not limited to: order entry & management and post sales warranty issues support. Proactively maintains and grows relationships with key customers by ensuring customer requirements and expectations are exceeded.

**Key Tasks & Responsibilities (Essential Functions)**:
Order Entry:

- Could include receiving PO from customer and working with customer if needed to clarify order needs.
- Entry of customer PO into Acuity order management system.
- Provide order confirmation to customer.

Order Management:

- Point of contact for customers to support order management needs, expedites, status, or changes during order life cycle.
- Provide direction based on voice-of-the-customer throughout the matrix organization and coordinate activities to meet the customers' needs and provide a superior customer experience.
- Responsible for developing solutions for order issues leveraging business relationship with ABL matrix partners as needed.
- Provide shipping or invoice information upon customer request.
- Develop and continually expand a comprehensive understanding of the components of the order fulfillment cycle to include the ordering process, product interpretation, lead time management, system order rules, scheduling and manufacturing objectives, and product flow through distribution.

Post Sales / Warranties:

- Point of contact for customer to report potential Post Sales issues.
- Validate inquiry and seek clarification from customers if needed.
- Submit freight claim on behalf of the customer under company policy.
- Submit request for warranty claims for defective material and be the liaison between warranty team and Customer/Sales.
- Implement warranty claim resolution per warranty department's directive.
- Communicate resolution back to the customer and Sales.

**Skills**:

- Customer focused
- Attention to details
- Able to perform in very fast pace changing environment
- Proficient with MS basic suit
- Minimum typing speed of 38wpm
- Able to work in a team environment
- Great communication skills
- Problem solving skills
- Bilingual English, Spanish
- International Trade compliance, Import/Export experience (Export Documents, SLI, Routed transaction forms)
- Latin America business culture knowledge

**Minimum Experience Required**:
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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