Customer Care Lead Specialist

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 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.  
 
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications. 

Role Summary & Location

 

As a Customer Care Lead Specialist supporting Direct Sales Channels, you're responsible for providing exemplary customer support by processing orders, managing projects, resolving customer inquiries, and completing various tasks. The Customer Care Lead Specialist strengthens relationships and builds trust by exceeding customer requirements and expectations. They help train others and document process and reference material. The Customer Care Lead Specialist also helps supervise, mentor, and develop others.

 

This position works remotely (from the U.S.) and travels based on business needs.

Primary Responsibilities Include

 

Internal Agency

• Partner with the 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 before entry.
• Process customer purchase order (PO) entries using Acuity's 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 needs.
• Use, inform, and teach others to value Power BI reporting to monitor assigned region's orders to communicate delays, issues, and improvements.
• Develop new and innovative processes to increase productivity & efficiency while ensuring customer satisfaction.
• Monitor orders for exceptions and holds to ensure orders are processed promptly and communicate internal rules or policy changes to minimize delays.
• Liaise between internal partners and customers while developing trusting partnerships.
• Resolve complex order issues by leveraging ABL matrix partners as needed.

• Cultivate a deep understanding of order fulfillment, including product and service knowledge, lead time management, business system logic, and their relation to the customer ecosystem.
• Communicate team needs and potential solutions to leadership.
• Teach and support others in their journey to effectively achieve the above.

Intake:

• Point of contact for the entire Customer Experience Organization to act as a navigator for customers.
• Promptly resolve "tier 0" problems for pre-sale support, tech support, warranty support, etc.
• Seek to "learn and teach everything" product and process related to help the team delight customers.
• Develop appropriate probing questions to collect and document details of any issue for easy transition to other departments, ensuring a customer does not have to repeat information unnecessarily. 
• Diagnose needs and submit RFA/claim/CFA form on behalf of the customer according to company policy.
• Update the team's shared knowledge database to ensure everyone has the tools to address customer needs promptly.
• Communicate team needs and potential solutions to lead