Customer Resolution Specialist II

hace 2 días

nuevo león, México Acuity Brands A tiempo completo

We use technology to solve problems in spaces, light, and more things to come… for 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.
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

Job Summary

Responsible for supporting all channel customers by providing exemplary order entry support. Responsibilities may include: order entry, simple to medium order management, intake of all customer inquiries and resolution of any small task, regardless of domain. The candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded.

Key Tasks & Responsibilities (Essential Functions)

Internal Agency:

  • Provides standard target pricing when requested; provides guidance and support when non-standard pricing is required.
  • Provides internal and external crossover support when requested.
  • Receives customer purchase order (PO) and works with customer or internal quoting team to clarify material, pricing, or other information prior to entry, if needed.
  • Entry of customer purchase order (PO) into Acuity order management system.

Order Management:

  • Support more 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 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, such as product and services knowledge, lead time management, business system logic (orders, manufacturing, inventory, and shipment), and the relationship within the customer ecosystem.

Intake:

  • Point of contact for the entire CX Org to act as navigator for 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 a customer does not have to repeat information.
  • Diagnose issue/need; submit RFA/claim/CFA form on behalf of the customer 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.

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