Customer Care Lead Specialist - Rapid Response

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. 

Job Summary

In this position, you will support orders from all channels by providing exemplary internal processing and backlog management support. Responsibilities may be, but are not limited to manual processing, more complex customer pull-in requests, proactive backlog management, and potential intake of internal order inquiries. You will take ownership of resolution of all tasks, regardless of domain. You will become an expert capable of training and teaching others interdepartmentally. You will be responsible for documenting and maintaining knowledge and process. You will continually seek opportunities to strengthen internal relationships by ensuring requirements and expectations are exceeded. Candidate should expect to be responsible for documenting knowledge and process. Candidate should expect to have supervisory requirements for two or more teammates. Candidate should expect to mentor and support growth of all whom they encounter. You are here to serve internal customers. Your success opens capacity within CX, Sales, and Product groups.
 

What you will do

Manual Processing (25%):
•    Proactively monitor activities that ensure order target dates are aligned with true lead times to ensure commitments match reality 
•    Teach others to interpret and resolve internal order work queue tasks that prevent activation 
•    Teach others to interpret and resolve internal order work queue tasks that prevent shipment 
•    Teach others to Interpret and process return authorizations according to internal policy

 

 

Customer Pull-In Requests (30%)
•    Represent the customer perspective in the manufacturing environment; Proactively asking questions and expressing needs on behalf of the customer; Make decisions on behalf of the customer; Teach others to do the same     
•    Facilitate the approval of more complex, project level, business opportunity requests prior to order entry; Seeking problem solutions that ensure orders are won 
•    Facilitate the approval of more complex, project level, customer pull-in requests for open orders
•    Lead customer support and manufacturing operations to establish, communicate, and execute the path to meeting the customer’s needs 
•    Proactively seek, suggest, and coordinate alternates with manufacturing operations, consulting product teams as required 
•    Proactive ownership at production level for commitments
•    Proactively review and ensure system visibility of all team commitments both internally and externally 
•    Ensure team is proactively communicating with support partners when commitments will be missed
•    Serve as first point of escalation for internal partners 
•    Communicate team needs and potential solutions to leadership 
•    Teach, mentor, support others in their journey to effectively achieving the above
 

Backlog Management (30%):
•    Represent the customer perspective in the manufacturing environment; Proactively ask questions and express needs on behalf of the customer; Make decisions on behalf of the customer; teach others to do the same 
•    Use, Inform, and teach others to value Power BI reporting to monitor opportunities for pull in outside of requested expedites, ensuring committed dates match reality 
•    Use, inform, and teach others to value tools to proactively identify and communicate constraints that impact the backlog and proactively provide alternative solutions to resolve 
•    Monitor and engage in activities that ensure pro-active communication of date changes (both pull in and push out) 
•    Pro-actively review and inform lead times with manufacturing to ensure published information matches reality
•    Make decisions on cell prioritization when necessary, lev