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Customer Resolution Specialist II
hace 1 mes
We are seeking a skilled Customer Resolution Specialist II to join our team at Acuity Brands. In this role, you will be responsible for providing exceptional order entry support to our channel customers. Your primary focus will be on ensuring timely and accurate order processing, as well as resolving any customer inquiries or issues that may arise.
Key Responsibilities
- Provide standard target pricing when requested and offer guidance and support when non-standard pricing is required.
- Offer internal and external crossover support when needed.
- Receive customer purchase orders and work with customers or internal quoting teams to clarify material, pricing, or other information prior to entry, if necessary.
- Enter customer purchase orders into the Acuity order management system.
Order Management
- Support basic to medium-level order/project management after entry through activation.
- Coordinate shipping internally and externally to meet customer needs.
- Use Power BI reporting to monitor assigned regions' orders proactively to ensure delays, issues, or improvements are communicated.
- Monitor orders for exceptions and holds to ensure orders are activated, produced, and shipped in a timely manner.
- Act as a liaison/translator between internal partners and customers.
- Develop solutions for basic and some medium-level order issues, leveraging business relationships with ABL matrix partners as needed.
- Develop and demonstrate a basic understanding of the order fulfillment cycle, including product and services knowledge, lead time management, business system logic (orders, manufacturing, inventory, and shipment), and the relationship within the customer ecosystem.
Intake
- Act as a point of contact for the entire CX Org to navigate customers.
- Resolve "tier 0" problems outside of Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible.
- Ask probing questions to collect and document details for easy transition to other departments, ensuring customers do not have to repeat information.
- Diagnose issues/needs and submit RFA/claim/CFA forms on behalf of customers per company policy.
Requirements
- Preferred Education: Bachelor's Degree.
- Preferred Experience: Commercial Lighting industry, Electrical distributor, or general contractor industry.
- Experience: Minimum of 2 years of experience.
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.
