Customer Care Specialist Sr LATAM & Canada

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QSC is creating exceptional, people-centric experiences with the perfect balance of technology and creativity. Q-SYS, our innovative full stack audio, video and control platform, unifies data, devices and a cloud-first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences.

Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability.

Acuity 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 (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc.

is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at  .

Work location:

• This position may be based anywhere in the United Statesand includes travel as part of the responsibilities.

The Customer Care Specialist Sr.

- LATAM & Canadadelivers end-to-end customer support and order management across Latin America and Canada. Serving as the regional specialist and primary liaison among customers, partners, Sales, Logistics, Freight Forwarders, and internal cross-functional teams, this position manages international order execution, customer inquiries, escalations, RMAs, export documentation, backlog priorities, and regional compliance requirements. The role drivesaccurateorder processing, operational visibility, data integrity, anda consistentlystrong customer experience while proactivelyidentifyingcompliance risks and escalating policy exceptions or legal questions as appropriate.

Success requires sound judgment, initiative, cross-functional influence, continuous improvement, and a proactive, customer-first mindset.

• Serve as the primary Customer Care liaison for partners, customers, and Sales across LATAM and Canada, using proactive, clear, and culturally effective communication to build trust and set expectations.
• Manage customer and partner inquiries, case queues, emails, service-level commitments, escalations, and RMAs from intake through resolution.
• Support pricing, product identification, availability, order status, invoicing, credits, shipment tracking, quotes, Salesforce CPQ updates, and Q
  -related needs.
• Capture and share Voice-of-Customer insights and proactively resolve issues while appropriately escalating compliance risks, policy exceptions, or legal questions.

• Execute accurate international order entry and manage orders end-to-end, following established SOPs for exceptions, changes, returns, and documentation requirements.
• Manage the regional backlog, prioritize order execution, communicate delays, and provide clear visibility into order status, backlog health, and conversion metrics.
• Maintain accurate customer, partner, order, and transactional data across Oracle ERP, Salesforce/CPQ, and related systems.
• Operate independently as the regional specialist, applying sound judgment and urgency to complex order, customer, and documentation issues.

• Ensure export and customs documentation is complete and accurate, including documentation supporting LATAM and Canada requirements.
• Apply…