Customer Resolution Specialist I

Acuity Inc. • Conyers, GA

5d • $37,100 - $57,200 • Remote

About The Position

The Customer Resolution Specialist supports channel customers by providing order-entry support, managing orders, taking in customer inquiries, and resolving customer needs across domains. The role aims to exceed customer requirements and expectations while broadening customer relationships. It may be based anywhere in the United States and involves 1–20% travel.

Requirements

• Associate’s degree, technical degree, or equivalent work experience.
• At least 1 year of relevant experience in customer service or order management.
• Excellent communication and organizational skills.
• Proficiency with Microsoft Office tools and the technical aptitude to learn new software tools.
• Ability to work independently and as a team player who contributes to an inclusive environment.
• Analytical and problem-solving skills, including the ability to identify critical situations and use good judgment to respond promptly.
• Consult appropriate stakeholders before making critical decisions.
• Customer focus and assertiveness in driving actions that create a superior customer service experience.

Responsibilities

• Provide standard target pricing and internal crossover support when requested.
• Receive customer purchase orders and clarify material, pricing, or other information with the customer or internal quoting team before entry as needed.
• Enter customer purchase orders into Acuity’s order management system.
• Provide basic order management after entry through activation.
• Monitor orders for exceptions and holds so they are activated, produced, and shipped in a timely manner.
• Proactively monitor assigned customer orders and communicate delays.
• Act as a liaison and translator between internal partners and customers.
• Serve as a point of contact and navigator for customers across the CX organization.
• Collect and document customer details to support smooth transitions to other departments and avoid requiring customers to repeat information.
• Submit RFA, Claim, CFA, or other forms on customers’ behalf in accordance with company policy.
• Contribute to annual initiatives to increase industry service levels and improve team productivity.

Benefits

• Health care coverage
• Dental coverage
• Vision plans
• 401(k) benefits
• Commissions or incentive compensation, depending on the role

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree