Customer Resolution Lead Representative

hace 1 mes

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**:
**Key Tasks & Responsibilities (Essential Functions)**:
Gestión de Pedidos:

- Soportar la gestión de pedidos/proyectos de nível básico a medio después de la entrada hasta la activación
- Proporcionar actualizaciones oportunas a los clientes sobre el estado de sus pedidos y atender cualquier consulta o problema
- Usar los informes de Power BI para monitorear proactivamente la asignación de pedidos y evitar retrasos, problemas o malentendidos
- Monitorear los pedidos para excepciones y bloqueos para asegurar que los pedidos sean activados, producidos y enviados de manera oportuna
- Solucionar y resolver cualquier problema relacionado con los pedidos, incluyendo reemplazos
- Actuar como enlace/traductor entre socios internos y el cliente
- Utilizar el software de gestión de pedidos para rastrear y gestionar los pedidos de manera efectiva (Agile, PowerBi, WQ, etc.)
- Interactuar de cerca con Pre-Ventas, Post-Ventas y Excelencia en Pedidos
- Interactuar de cerca con los equipos de Ingeniería, Producto y Creación de BOM según sea necesario
- Desarrollar soluciones para problemas de pedidos básicos y de nível medio relacionados con la activación del pedido
- Desarrollar y demostrar un conocimiento completo del ciclo de cumplimiento de pedidos, como el conocimiento de productos y servicios, la gestión de plazos de entrega, la lógica de los sistemas empresariales (pedidos, manufactura, inventario y envío) y la relación dentro del ecosistema del cliente
- Asumir la responsabilidad y el compromiso con sus indicadores clave de rendimiento (KPI) del equipo de Excelencia del Cliente

**Preferred Skills and Experience**:

- Dominio del inglés
- Demostrada empatía por los demás
- Capacidad para identificar problemas y encontrar soluciones efectivas rápidamente
- Excelentes habilidades de comunicación y organización
- Competencia en el uso de software para rastrear y gestionar pedidos (ej. Agile, WQ, PowerBi, Microsoft, búsqueda de productos)
- Introducción precisa y eficiente de los detalles del pedido en el sistema
- Consultar con las partes interesadas antes de tomar decisiones críticas
- Enfoque en el cliente y asertividad para impulsar las acciones necesarias para garantizar altos níveles de satisfacción del cliente
- Enfoque en resultados y mejora de indicadores
- Proponer y liderar ideas innovadoras para mejorar los procesos actuales
- Autodirigido para buscar respuestas y proporcionar soluciones
- Conocimiento de las regulaciones de productos (UL, Cal OSHA)
- Garantizar la precisión en el procesamiento de pedidos y la documentación
- Capacidad para analizar datos relacionados con pedidos, inventario y comentarios de los clientes para mejorar los procesos
- Detallista, proactivo y capaz de gestionar múltiples tareas simultáneamente

**Skills and 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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