Customer Care Senior Lead Specialist

Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir... para nuestros clientes, nuestras comunidades y nuestro planeta.Acuity Inc. (NYSE: AYI) es una empresa de tecnología industrial líder en el mercado. Utilizamos la tecnología para resolver problemas en espacios, luz y más cosas por venir. A través de nuestros dos segmentos de negocio, Acuity Brands Lighting and Lighting Controls (ABL) e Intelligent Spaces Group (ISG), diseñamos, fabricamos y lanzamos al mercado productos y servicios que marcan una valiosa diferencia en la vida de las personas.Estamos posicionados en la intersección de la sostenibilidad y la tecnología. Nuestros negocios desarrollan tecnología que ayuda a ahorrar energía a nuestros clientes y reducir sus emisiones de carbono. Logramos el crecimiento a través del desarrollo de nuevos productos y servicios innovadores, que incluyen iluminación, controles de iluminación, soluciones de gestión de edificios y aplicaciones con reconocimiento de ubicación.Puede utilizar esta publicación para cargar su currículum e información.**Job Summary**:We're seeking a passionate and proactive professional to support multi-channel order fulfillment with precision, ownership, and an unwavering customer-first mindset. This role is pivotal in ensuring smooth internal processes, managing backlog effectively, and cultivating internal partnerships across departments. You'll be both a problem solver and a teacher—mentoring peers while continually enhancing operational excellence.**Key Tasks & Responsibilities (Essential Functions)**:You will lead internal processing and backlog management by:- Taking ownership of all order-related tasks across domains, from manual processing to complex customer requests and internal inquiries- Documenting and refining internal knowledge and processes- Proactively identifying and acting on opportunities to exceed partner expectations- Supporting internal customers with a mindset that your success expands capacity across CX, Sales, and Product- ** Manual Order Processing**:- Monitor order timelines to ensure commitments align with reality- Train others to manage work queue tasks that block activation, shipment, or returns- Interpret and process return authorizations per policy**Customer Pull-In Requests**:- Champion customer needs within manufacturing operations—making timely, informed decisions and guiding others to do the same- Facilitate complex project-level approvals, ensuring strategic wins before order entry- Lead cross-functional efforts to meet evolving customer demands, suggest solutions, and coordinate with product and operations teams- Own production-level commitments and ensure transparent visibility across systems- Act as the first point of escalation, and communicate solutions to leadership- Mentor and empower team members to master these processes**Backlog Management**:- Leverage tools like Power BI to monitor unrequested pull-in opportunities and highlight backlog constraints- Use business systems to identify shifts in lead time, communicate proactively, and coordinate alternatives- Make strategic decisions for manufacturing prioritization in collaboration with ABL partners- Demonstrate mastery of the order fulfillment lifecycle—including product, services, system logic, and customer ecosystem- Support others in developing fluency across these concepts**Skills and Minimum Experience Required**:- Fully bilingual (Spanish & English)- 4+ years in customer care within the manufacturing industry- Bachelor’s degree- Strong communication and organizational skills- Empathy-driven, with a desire to mentor and support others- Proficiency in Microsoft Office and ability to quickly adapt to new systems- Analytical, decisive, and timely under pressure- Thoughtful stakeholder engagement in decision-making- Unwavering customer focus and confidence in advocating for their success- Growth mindset, passion for learning and continuous self-improvement- Dedication to empowering others through teaching and mentorshipValoramos la diversidad y somos una organización que ofrece igualdad de oportunidades. Todos los solicitantes calificados serán considerados para el empleo sin distinción de raza, color, edad, género, orientación sexual, identidad y expresión de género, origen étnico o nacional, discapacidad, embarazo, y religión.Cualquier currículum no solicitado enviado a Acuity Inc. por un tercero, como un reclutador de la Agencia, incluidos los currículums no solicitados enviados a una dirección postal, una máquina de fax o una dirección de correo electrónico de Acuity Inc., directamente a los empleados de Acuity Inc. o a la base de datos de currículums de Acuity Inc., se considerarán propiedad de Acuity Inc. Acuity Inc. NO pagará una tarifa por ninguna contratación que resulte de la recepción de un currículum no solicitado.