Customer Care Specialist II

Description

Job Summary: Responsible for supporting channel customers through exemplary order capture service, handling inquiries, and strengthening relationships. Key Highlights: 1. Provides exemplary support in order capture and order management for customers. 2. Acts as a key liaison between internal partners and customers. 3. Actively contributes to improving productivity and customer service. Acuity Inc. (NYSE: AYI) is a leading industrial technology company. We use technology to solve challenges related to spaces, lighting, and much more. 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 deliver meaningful value in people's lives. We achieve growth by developing innovative new products and services—including lighting, lighting controls, building management solutions, and audio, video, and control platforms. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior profitability. We seek to deploy capital aggressively to grow our business and enter new vertical markets. Acuity Inc. is headquartered in Atlanta, Georgia, and operates across North America, Europe, and Asia. The company has over 13,000 dedicated and talented associates. Visit us at www.acuityinc.com. **Job Summary** ----------------------- Responsible for supporting all channel customers through exemplary order capture service. Responsibilities may include, but are not limited to: order capture, basic order management, receiving all customer inquiries, and resolving any minor tasks regardless of domain. The candidate must continuously seek opportunities to strengthen customer relationships, ensuring their requirements and expectations are exceeded. **Job Responsibilities** -------------------------------- **Internal Agency:** * Provides standard target pricing upon request. * Provides internal crossover support when required. * Receives the customer’s purchase order (PO) and works with the customer or internal quoting team to clarify materials, pricing, or other information prior to entry, if necessary. * Enters the customer’s purchase order (PO) into Acuity’s order management system. **Order Management:** * Provides basic order management support from entry through activation. * Monitors orders for exceptions and holds, ensuring timely activation, production, and shipment. * Proactively monitors assigned orders to ensure any delays are communicated. * Acts as a liaison/translator between internal partners and the customer. **Intake:** * Single point of contact for the entire CX organization, serving as the customer’s guide. * Collects and documents details to facilitate seamless handoff to other departments, avoiding repetition of information by the customer. * Submits RFA/Claim/CFA (etc.) forms on behalf of the customer per company policy. **Company Initiatives:** * Active contributor to annual initiatives aimed at raising industry service levels. * Active contributor to annual initiatives aimed at improving team productivity. **Minimum Required Experience and Skills** ----------------------------------------------- * Bachelor’s degree completed. * Advanced English proficiency. * Excellent communication and organizational skills. * Computer skills: Proficiency in Microsoft Office tools and technical aptitude to learn new software tools. * Ability to work independently and collaboratively as part of a team, contributing to an inclusive environment. * Analytical and problem-solving skills: Capable of identifying critical situations and exercising sound judgment to respond promptly. * Consults appropriate stakeholders before making critical decisions. * Customer-focused and assertive to drive necessary actions to deliver superior service experiences. **Travel Requirements** ----------------------- Domestic and/or international travel up to 10% We value diversity and are an equal opportunity employer. All qualified candidates will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, religion, protected veteran status, protected genetic information, or any other characteristic protected by law. Please click here and here for more information. Reasonable Accommodations for Candidates 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 protected veterans. If you encounter difficulty using our online system due to a disability and require a reasonable accommodation, you may contact us at \+1 (770\) 922\-9000, option 4\. Please clearly indicate the type of accommodation you are requesting and for which job requisition. Unsolicited resumes submitted to Acuity Inc. by a third party, such as a staffing agency—including unsolicited resumes sent to an Acuity Inc. postal address, fax, or email address; directly to Acuity Inc. employees; or to Acuity Inc.’s resume database—will be considered the property of Acuity Inc. Acuity Inc. will not pay fees for any placement resulting from receipt of an unsolicited resume. Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume as having been referred by the Agency without entitlement to fees or charges. This includes any Agency that is an approved/contracted vendor but lacks the appropriate approvals to participate in a search.