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:
- Point of contact for the entire CX Org to act as navigator for customer
- Resolve “tier 0” problems outside of Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible to ensure customer resolution
- Seek to “learn and teach everything” (product process etc.) to ensure an increase of issues that are fully resolved in the moment
- Develop the 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
- Diagnose issue/need; Submit RFA/claim/CFA form on behalf of the customer per company policy
- Ensure knowledge capture in shared database/tool to increase number of issues that are fully resolved in the moment
- Communicate team needs and potential solutions to leadership
- Teach and support others in their journey to effectively achieve the above
Company Initiatives:
- Active leader in annual initiatives to increase the industry service level
- Active leader in annual initiatives to improve team productivity
Skills and Minimum Experience Required
- Associate’s Degree or Technical Degree or equivalent
- 6 to 8 years in customer service or customer support
- Demonstrated empathy for others
- At ease in tense situations
- Excellent communication and organizational skills
- Computer skills - proficiency with Microsoft Office tools and technical aplitude to learn new software tools
- Ability to work both independently and as a team player who can contribute to an inclusive environment
- Analytical and problem solving skills - able to identify critical situations and use good judgment to respond in a timely manner
- Consults appropriate stakeholders before making critical decisions
- Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer
- Passion for learning and an ardent desire grow/change/constantly become best version of self
- Demonstrated passion for helping others succeed, mentoring, teaching etc
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.
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The range for this position is $64,300.00 to $115,700.00. Placement within this range may vary, depending on the applicant’s experience and geographic location.
