Manager, Backlog Management
hace 6 meses
Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir... para nuestros clientes, nuestras comunidades y nuestro planeta.
Acuity Brands, Inc. (NYSE: AYI) es una empresa de tecnología industrial líder en el mercado. Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir. A través de nuestros dos segmentos de negocio, Acuity Brands Lighting and Lighting Controls (ABL) y Intelligent Spaces Group (ISG), diseñamos, fabricamos y lanzamos al mercado productos y servicios que marcan una valiosa diferencia en la vida de las personas.
Estamos posicionados en la intersección de la sostenibilidad y la tecnología. Nuestros negocios desarrollan tecnología que ayuda a ahorrar energía a nuestros clientes y reducir sus emisiones de carbono. Logramos el crecimiento a través del desarrollo de nuevos productos y servicios innovadores, que incluyen iluminación, controles de iluminación, soluciones de gestión de edificios y aplicaciones con reconocimiento de ubicación.
**ABL and Customer Support**:
ABL has recently formed an Order Excellence team, within Customer Experience, that will serve all ABL’s customers. While the initial focus will be improved order processing and execution, the team will also lead the effort to improve, simplify, and harmonize support processes and activities across ABL. Additionally, the team will define a more concierge and project management like service to be leveraged by select customer engagements based on strategic intent, value, or complexity. We intend to present ourselves as one team; A Grand Central Station of activity through technology and process, while ensuring the right teams and individuals are available, skilled, and empowered to exceed customer expectations. Our mantra: “We’ll take care of it”.
**Your role**:
You are here to bring the customer to the floor of ABL Manufacturing. You will foster strategic relationships with our key Manufacturing 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 are here to aid in defining, implementing, and executing 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 aid in reimagining the way we service customer orders today. The process you will help 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.
**What will you do**:
Support and Manage o Ensure the customer is represented on the factory floor, every day o Manage a team of customer support professionals tasked with exceeding the order management expectations of our agencies and customers o Step-In, every day, to support the tactical needs of the team o Act as a point of escalation for both internal and external issues o Build valued relationships with our internal partners and support teams to drive our transformational efforts and achieve ABL’s goal to “increase the industry service level” o Ensure collaborative work is in place with Production, Distribution, Sourcing and Product teams to deliver to customers´ expectations o Continuously evolve the processes, structure, skills, and abilities of the backlog management team ensuring that everyone presents a common, expectation exceeding, experience to our customers o Ensure those you lead are supported with training and resources to sustainably serve our customers while growing their respective careers
**Mentor**: Guide team members on their career path, helping create plan that leads to positive growth/upward mobility o Make space for associates within the org to try and learn new things o Utilize Acuity's systems and processes for team member performance feedback and coaching on a regular basis.
**Customers and Agents** : 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.
**Company Initiatives **:Active owner of annual initiatives to increase the industry service level o Active owner of annual initiatives to improve team productivity o Active owner of annual initiatives to improve CX cultural norms
**Technology you will leverage**:
**Requirments**:
- Bachelor’s degree or equivalent work experience or certifications
- Solid understanding of staff management
- Excellent problem-solving and criti
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