Customer Care Senior 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. 

Job Summary

Responsible for supporting all channel customers by providing exemplary proactive order entry support.  Responsibilities may be, but not limited to:  order entry, basic to complex order and project management, intake of all customer inquiries and resolution ownership of any task, regardless of domain.  Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded. Candidate should expect to be an active participant in the monthly operating cadence of the team. This includes but is not limited to providing input into appropriate KPI's, mining data and producing content for leadership reviews. Candidate should expect to become an expert capable of training and teaching others interdepartmentally. Candidate should expect to be responsible for documenting knowledge and process. Candidate should expect to have supervisory requirements for 8 or more teammates. Candidate should expect to mentor and support growth of all whom they encounter. Candidate should expect to take on Manager role in a backup capacity when required, on any Order Excellence team. 

Key Tasks & Responsibilities (Essential Functions)

Internal Agency: 

• 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 works 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. 
• Manage external customer relationships; Act as a point of escalation for resolution of problems                       
• Act in the capacity of "Agency Principal" when partnering with Acuity Sales teams                           
• Communicate team needs and potential solutions to leadership                                                               

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 

Intake: