Customer Resolution Specialist

Job Summary

Responsible for supporting all channel customers by providing exemplary proactive order management support. Responsibilities may be, but not limited to: order entry, simple to difficult order and project management, intake of all customer inquiries and resolution ownership of any task, regardless of domain. Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded. Candidate should expect to become an expert capable of training and teaching others.

Expect to be responsible for documenting knowledge and process

Internal Agency:

• Provide standard target pricing when requested;
  Provide guidance and support when non-standard pricing is required
• Provide internal and external crossover support when requested
• Make suggestions for alternate options within fixture families
• Gather appropriate internal/external parties to solve problems
• 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.

Order Management:

• Support more medium to hard order/project management after entry through shipment
• Coordinate shipping internally and externally to meet customer need
• Use and inform 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;
  Inform internal rule / policy changes to reduce these holds/delays
• Act as liaison/translator between internal partners and customer while developing internal relationships outside the context of a problem
• Develop solutions for medium to hard level order issues, leveraging business relationship with ABL matrix partners as needed.
• Develop and demonstrate a deeper 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 customer
• Resolve “tier 0” problems outside of Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible to ensure customer resolution
• Seek to “learn everything” (product process etc.) to ensure an increase of issues that are fully resolved in the moment
• 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

• Associate’s Degree or Technical Degree or equivalent
• 3 to 5 years of experience in customer service
• Demonstrated empathy for others
• At ease in tense situations
• Excellent communication and organizational skills Computer skills - proficiency with Microsoft Office tools and technical aplitude to learn new software tools.
• Ability to work both independently and as a team player who can contribute to an inclusive environment.
• Analytical and problem solving skills - able to identify critical situations and use good judgment to respond in a timely manner
• Consults appropriate stakeholders before making critical decisions
• Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer.
• Passion for learning and an ardent desire grow/change/constantly become best version of self

Sedentary Work – Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking or standing is required only occasionally, and all other sedentary criteria are met.

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We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

Accommodation for Applicants with Disabilities:
As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at , select option
4. Please clearly indicate what type of accommodation you are requesting and for what requisition.