Customer Resolution Senior Specialist - Rapid Response

AcuityInc•Crawfordsville, IN

About The Position

Acuity 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 (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates. Visit us at www.acuityinc.com . Job Summary 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, data input, customer pull-in requests, backlog management, and potential intake of internal order inquiries. You are here to serve internal customers. Your success opens capacity within CX, Sales, and Product groups.

Requirements

Excellent communication and organizational skills
Proficiency with Microsoft Office tools and ability to learn new software tools
Ability to work both independently and as a team player
Analytical and problem-solving skills with good judgment
Ability to consult appropriate stakeholders before making critical decisions
Strong customer focus and assertiveness
Associate’s Degree or Technical Degree or equivalent.
0 to 2 years of experience.

Nice To Haves

Bachelor’s Degree.
Experience in commercial lighting industry, electrical distributor, or general contractor environment.

Responsibilities

Ensure order target dates are aligned with true lead times to ensure commitments match reality.
Interpret and resolve internal order work queue tasks that prevent activation.
Interpret and resolve internal order work queue tasks that prevent shipment.
Interpret and process return authorizations according to internal policy.
Represent the customer in the manufacturing environment.
Facilitate the approval of business opportunity requests prior to order entry.
Facilitate the approval of customer pull-in requests for open orders.
Work together with customer support and manufacturing operations to establish and communicate the path to meeting the customer’s needs.
Ensure system visibility of commitments both internally and externally.
Proactive communication to support partners when commitments will be missed.
Represent the customer in the manufacturing environment.
Use Power BI reporting to monitor opportunities for pull in outside of requested expedites, ensuring committed dates match reality.
Ensure pro-active communication of date changes (both pull in and push out).
Active contributor in annual initiatives to increase the industry service level.
Active contributor in annual initiatives to improve team productivity.