Customer Care Lead Specialist

4 days ago

Conyers, Georgia, United States Acuity Brands Full time
Job Summary

Responsible for supporting all channel customers by providing exemplary proactive order entry support. Responsibilities may include order entry, basic to complex order and project management, intake of all customer inquiries, and resolution ownership of any task, regardless of domain. The ideal candidate will continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded.

Key Tasks & Responsibilities
  • Provide standard target pricing when requested.
  • Provide guidance and support when non-standard pricing is required.
  • Provide internal and external crossover support when requested.
  • Make suggestions for alternate options within fixture families.
  • Gather appropriate internal/external parties to solve problems.
  • Receive customer purchase order (PO) and work 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.
  • Communicate team needs and potential solutions to leadership.
  • Teach and support others in their journey to effectively achieve the above.
Order Management
  • Support more complex order/project management after entry through shipment.
  • Coordinate shipping internally and externally to meet customer need.
  • Use, inform, and teach others to value Power BI reporting to monitor assigned regions orders proactively to ensure delays, issues, or improvements are communicated.
  • Lead development of new and innovative processes that increase team productivity & efficiency in getting to customer satisfaction.
  • Ensure team monitoring of orders in for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner; Inform internal rule / policy changes to reduce these holds/delays.
  • Act as liaison/translator between internal partners and customer while developing internal relationships outside the context of a problem.
  • Lead development of solutions for complex level order issues, leveraging business relationship with ABL matrix partners as needed.
  • Demonstrate and cultivate a deeper 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.
  • Communicate team needs and potential solutions to leadership.
  • Teach and support others in their journey to effectively achieve the above.
Company Initiatives
  • Active leader in annual initiatives to increase the industry service level.
  • Active leader in annual initiatives to improve team productivity.

The ideal candidate will have an Associate's Degree or Technical Degree or equivalent, 6-8 years of customer support experience, demonstrated empathy for others, and excellent communication and organizational skills. The candidate should also be able to work both independently and as a team player who can contribute to an inclusive environment.

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