Customer Support Operations Lead

hace 5 días

Guadalupe, Nuevo León, México Acuity Brands A tiempo completo

At Acuity Brands, Inc., we leverage innovative technology to address challenges in various domains, including spaces and lighting, while also focusing on sustainability for our customers and communities. As a leading industrial technology firm, we are committed to enhancing lives through our diverse product offerings and services.

Our mission revolves around the intersection of sustainability and technology, where we develop solutions that not only save energy but also minimize carbon footprints. Our growth is driven by the introduction of groundbreaking products and services, including advanced lighting systems, controls, and management solutions.

Position Overview

In this role, you will play a crucial part in supporting orders across various channels by delivering exceptional internal processing and backlog management. Your responsibilities will encompass: manual order processing, handling complex customer requests, proactive management of backlogs, and addressing internal order inquiries. You will take ownership of resolving tasks across different domains and become a knowledgeable resource capable of training and mentoring others. Your documentation and maintenance of knowledge and processes will be essential. Additionally, you will foster strong internal relationships by exceeding expectations and requirements. Supervisory responsibilities for team members are expected, along with mentoring and supporting their professional growth. Your focus will be on serving internal customers, thereby enhancing the capacity of the Customer Experience, Sales, and Product teams.

Key Responsibilities
  • Advocate for the customer perspective within the manufacturing process, actively engaging to understand and express customer needs.
  • Make informed decisions that prioritize customer interests and guide others in doing the same.
  • Oversee the approval process for complex project-level business opportunities prior to order entry.
  • Identify and implement solutions that secure successful order fulfillment.
  • Manage the approval of intricate customer requests for open orders.
  • Lead efforts in customer support and manufacturing operations to effectively meet customer requirements.
  • Proactively seek and coordinate alternative solutions with manufacturing and consulting teams as necessary.
  • Maintain accountability at the production level for all commitments made.
  • Ensure visibility of team commitments both internally and externally through proactive reviews.
  • Communicate effectively with support partners regarding any potential missed commitments.
  • Serve as the primary escalation point for internal partners.
  • Convey team needs and potential solutions to leadership.
  • Mentor and support colleagues in achieving these objectives effectively.
Required Skills and Experience
  • 1 to 3 years of experience in customer service or supply chain management.
  • Bachelor's Degree or equivalent experience.
  • Proficiency in English, with strong conversational skills.

We are committed to diversity and are an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, or religion.

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