Customer Resolution Lead Representative (MPF)We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet. Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We design, manufacture, and bring to market products and services that make a valuable difference in people's lives. We are positioned at the intersection of sustainability and technology, developing solutions that help save energy and reduce carbon emissions.
An Order Support Specialist plays a crucial role in ensuring the smooth processing and fulfillment of customer orders. Responsibilities include order entry, order management, intake of customer inquiries, and resolution of tasks across domains. This position involves managing the entire order cycle, from entry to delivery, and providing exceptional customer service throughout.
Key Tasks & Responsibilities (Essential Functions)Support basic to medium level order/project management after entry through activation.Provide timely updates to customers regarding their order status and address inquiries or issues.Use Power BI reporting to monitor orders proactively to avoid delays and miscommunications.Monitor orders for exceptions and holds to ensure timely activation, production, and shipping.Troubleshoot and resolve problems related to orders, including replacements.Act as liaison between internal partners and customers.Utilize order management software to track and manage orders effectively (Agile, PowerBi, WQ, etc).Interact closely with Pre-Sales, Post-Sales, and Order Excellence teams.Develop solutions for basic and medium level order issues related to order activation.Understand the order fulfillment cycle, including product knowledge, lead time management, and business system logic.Take ownership of individual KPIs from the Customer Excellence Team.SkillsDemonstrated empathy for others.Ability to identify issues and find effective solutions quickly.Excellent communication and organizational skills.Proficiency in using software to track and manage orders (Agile, WQ, PowerBi, Microsoft, Product search).Accurate and efficient input of order details into the system.Consult appropriate stakeholders before making critical decisions.Customer-focused and assertive in driving actions to ensure high levels of customer satisfaction.Focus on results and improving indicators.Propose and lead innovations to improve current processes.Self-driven to seek answers and provide solutions.Awareness of product regulations (UL, Cal OSHA).Ensuring accuracy in order processing and documentation.Ability to analyze data related to orders, inventory, and customer feedback to improve processes.Detail-oriented, proactive, and capable of managing multiple tasks simultaneously.Minimum Experience Required2-3 years of experience.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.
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