Customer Resolution Specialist Ii

Responsible for supporting Acuity Sales Channel Sales and channel customers by providing exemplary sales support. Responsibilities may be, but are not limited to: order entry & management and post-sales warranty issues support.
Proactively maintains and grows relationships with key customers by ensuring customer requirements and expectations are exceeded.
**Order Entry**:

- Could include receiving PO from customer and working with the customer if needed to clarify order needs.
- Entry of customer PO into Acuity order management system.
- Provide order confirmation to the customer.
- ** Order Management**:

- Point of contact for customers to support order management needs, expedites, status, or changes during order life
- cycle.
- Provide direction based on voice-of-the-customer throughout the matrix organization and coordinate activities to meet
- the customers' needs and provide a superior customer experience.
- Responsible for developing solutions for order issues leveraging business relationships with ABL matrix partners as
- needed.
- Provide shipping or invoice information upon customer request.
- Develop and continually expand a comprehensive understanding of the components of the order fulfillment cycle to
- include the ordering process, product interpretation, lead time management, system order rules, scheduling and
- manufacturing objectives, and product flow through distribution.
- ** Post Sales / Warranties**:

- Point of contact for customer to report potential Post Sales issues.
- Validate inquiry and seek clarification from customers if needed.
- Submit freight claim on behalf of the customer under company policy.
- Submit request for warranty claims for defective material and be the liaison between warranty team