Customer Resolution Analyst

Description

Job Summary: Responsible for providing customer support, managing orders, and resolving inquiries to ensure a positive experience and improve service. Key Highlights: 1. Customer support throughout the entire order lifecycle. 2. Order management and resolution of operational issues. 3. Internal collaboration for continuous service improvement. 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, with operations 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 providing channel customer support through order entry and customer assistance throughout the entire order lifecycle. This position manages orders ranging from basic to moderate complexity, responds to customer inquiries, and coordinates with internal teams to ensure accurate order processing and timely delivery. The role also serves as the primary point of contact for customer inquiries, helping resolve operational issues and ensuring a positive experience. The candidate must proactively identify opportunities to enhance service and strengthen customer relationships, ensuring customer expectations are met or exceeded. **Key Responsibilities and Duties** ------------------------------------ * Accurately enter customer purchase orders into the order management system. * Provide standard pricing and support non-standard pricing requests in coordination with internal teams. * Clarify materials, pricing, and specifications with customers and quoting teams prior to order entry. * Manage orders of basic to moderate complexity from entry through fulfillment. * Coordinate shipments both internally and externally to meet customer expectations. * Monitor orders, identify exceptions or delays, and ensure timely production and delivery. * Use reporting tools (e.g., Power BI) to track orders and communicate potential issues. * Serve as the primary point of contact for customer inquiries and provide guidance on processes. * Resolve Level 0 issues, such as order status, pre-sales inquiries, and warranty coordination. * Collect and document customer information to facilitate efficient escalation when necessary. * Collaborate with internal teams to ensure effective communication and issue resolution. * Support continuous improvement initiatives focused on service and productivity. **Minimum Required Experience** -------------------------------- * Completed degree * Advanced English proficiency * 0–2 years of experience in customer service, order management, customer support, or related roles. * Experience working with order management systems, CRM tools, or ERP platforms is a plus. * Proficiency in Microsoft Office tools (Excel, Outlook, PowerPoint). * Strong communication, organizational, and problem-solving skills. * Customer-focused mindset with the ability to manage multiple tasks and priorities. * Experience in commercial lighting, electrical distribution, construction, or manufacturing industries is preferred. **Travel Requirements** ----------------------- 0\-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. Reasonable Accommodations for Candidates with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations during the application process for qualified individuals with disabilities and disabled veterans. If you encounter difficulty using our online system due to a disability and require a reasonable accommodation, please 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: Any unsolicited resume submitted to Acuity Inc. by a third party, such as a staffing agency—including unsolicited resumes sent to an Acuity Inc. postal address, fax number, 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. considers any candidate for whom an Agency has submitted an unsolicited resume to have 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 specific search.