Customer resolution specialist ii (isla guadalupe)

job summary

acute brands, 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 and lighting controls (abl) and the intelligent spaces group (isg), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.

key tasks & responsibilities (essential functions)

• internal agency:
  
  
  
  • provides standard target pricing when requested; provide guidance and support when non-standard pricing is required
  
  
  • provides internal and external 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 more basic to medium level order/project management after entry through activation
  
  
  • coordinate shipping internally and externally to meet customer need
  
  
  • use 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
  
  
  • act as liaison/translator between internal partners and customer.
  
  
  • develop solutions for basic and some medium level order issues, leveraging business relationship with abl matrix partners as needed.
  
  
  • develop and demonstrate a basic 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
  
  
  • 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
  
  
  
  

requirements

• preferred education (i.e. type of degree): bachelors degree


• preferred experience (i.e. industry experience): commercial lighting industry, electrical distributor or general contractor industry


• experience (minimum experience required): 2 years of experience

equal opportunity statement

we value diversity and are an equal opportunity organization. All qualified applicants will be considered for employment without regard to race, color, age, gender, sexual orientation, gender identity and expression, ethnic or national origin, disability, pregnancy, and religion.