Customer Resolution Specialist

Customer Resolution Specialist I

Work Flexibility:
Hybrid

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.

Work location:

This position may be based anywhere in the United States.

Job Summary:

The Customer Resolution Specialist is responsible for supporting all channel customers by providing exemplary order entry support. Responsibilities include, but are not limited to: order entry, order management, intake of all customer inquiries, and resolution of any small task, regardless of domain. 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 internal 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 basic level order management after entry through activation
• Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner
• Monitor assigned customer orders proactively to ensure delays are communicated
• Act as liaison/translator between internal partners and customer
• Intake:
  Point of contact for the entire CX Org to act as navigator for customer
• Collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information
• Submit RFA/Claim/CFA form (etc.) on behalf of the customer per company policy
• Company Initiatives:
  Active contributor in annual initiatives to increase the industry service level
• Active contributor in annual initiatives to improve team productivity

Skills and Minimum Experience Required

• Associate's Degree, Technical Degree or equivalent work experience
• 1+ years of relevant work experience in customer service or order management
• Excellent communication and organizational skills
• Computer skills - proficiency with Microsoft Office tools and technical aptitude 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.

Travel Requirements: 1-20%

The range for this position is $47,000 to $57,200 USD. Placement within this range may vary, depending on the applicant's experience and geographic location.

Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on the role.

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.