Customer Resolution Lead Representative
hace 1 semana
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**:
**Key Tasks & Responsibilities (Essential Functions)**:
Order Management:
- Support basic to medium level order/project management after entry through activation
- Provide timely updates to customers regarding their order status and address any inquiries or issues
- Use Power BI reporting to monitor orders assignation proactively to avoid having delays, issues or miscommunications
- Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner
- Troubleshoot and resolve any problems related to orders, including replacements
- Act as liaison/translator between internal partners and customer
- Utilize order management software to track and manage orders effectively. (Agile, PowerBi, WQ, etc)
- Closely interaction with Pre-Sales, Post - Sales and Order Excellence
- Closely interaction with Engineering, Product and BOM creation teams as needed
- Develop solutions for basic and some medium level order issues related to order activation
- Develop and demonstrate complete understanding of the order fulfillment cycle, such as product and services knowledge, lead time management, business system logic (orders, manufacturing, inventory and shipment) and the relationship within the customer ecosystem
- Take ownership and engagement of their individual KPI from Customer Excellence Team
**Skills**:
- English proficiency
- Demonstrated empathy for others
- Ability to identify issues and find effective solutions quickly
- Excellent communication and organizational skills
- Proficiency in using software to track and manage orders (Ex Agile, WQ, PowerBi, Microsoft, Product search)
- Accurate and efficient input of order details into the system
- Consults appropriate stakeholders before making critical decisions
- Customer-focus and assertiveness in driving actions required to ensure high levels of customer satisfaction.
- Focus on results and improving indicators
- Propose and lead innovation ideas to improve current processes
- Self-Driven to seek answer and provide solutions
- Awareness of product regulations (UL, Cal OSHA)
- Ensuring accuracy in order processing and documentation.
- Ability to analyze data related to orders, inventory, and customer feedback to improve processes
- Detail-oriented, proactive, and capable of managing multiple tasks simultaneously
**Minimum Experience Required**:
- 2-3 years of experience
LI-EG1
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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