Customer Support Operations Lead

hace 2 meses

Guadalupe, Nuevo León, México Acuity Brands A tiempo completo

At Acuity Brands, Inc., we leverage innovative technology to address challenges in various environments, enhancing the quality of life for our customers, communities, and the planet. As a prominent player in the industrial technology sector, we focus on creating solutions that not only improve efficiency but also promote sustainability.

Our two primary divisions, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), are dedicated to designing, manufacturing, and delivering products and services that significantly impact everyday lives.

Positioned at the forefront of sustainability and technology, we develop solutions that assist our clients in conserving energy and minimizing carbon footprints. Our growth is driven by the introduction of groundbreaking products and services, including advanced lighting systems, control mechanisms, building management solutions, and location-aware technologies.

Position Overview

In this role, you will be instrumental in managing orders across all channels, ensuring exceptional internal processing and backlog oversight. Your responsibilities will encompass a range of tasks, including manual order processing, handling complex customer requests, proactive backlog management, and addressing internal order inquiries. You will take full ownership of task resolution, regardless of the area involved. As an expert in your field, you will have the opportunity to train and mentor colleagues across departments. Documenting and maintaining knowledge and processes will be a key part of your role, as will fostering strong internal relationships to exceed expectations. You will also have supervisory responsibilities for two or more team members, guiding their development and supporting their growth. Your primary focus will be to serve internal stakeholders, enhancing capacity within Customer Experience, Sales, and Product teams.

Key Responsibilities
  • Advocate for the customer perspective within the manufacturing environment, proactively addressing needs and inquiries.
  • Make informed decisions on behalf of the customer and empower others to do the same.
  • Oversee the approval process for complex, project-level business opportunities prior to order entry.
  • Identify and implement solutions that ensure successful order fulfillment.
  • Manage the approval process for intricate customer requests related to open orders.
  • Lead customer support and manufacturing operations to effectively meet customer requirements.
  • Proactively suggest and coordinate alternatives with manufacturing operations and consulting product teams as necessary.
  • Maintain accountability at the production level for all commitments made.
  • Ensure visibility of team commitments within internal and external systems.
  • Communicate proactively with support partners regarding any potential delays in commitments.
  • Serve as the initial point of escalation for internal partners.
  • Relay team needs and potential solutions to leadership effectively.
  • Mentor and support colleagues in achieving their objectives.
Required Skills and Experience
  • 1 to 3 years of experience in customer service or supply chain management.
  • Bachelor's Degree or equivalent experience.
  • Proficient in English, with strong conversational skills.

We embrace diversity and are committed to being 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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