Manager Customer Care

Acuity Inc.•Conyers, GA

About The Position

Acuity Inc. is seeking a Manager – Order Support to lead a frontline team supporting customers across the U.S. The role is responsible for operational performance, customer support excellence, escalations, team development, and process improvement. It is intended to bring greater structure, accountability, and operational maturity to the Order Support organization, while serving as the escalation point for two high-volume, complex regions. The manager will lead day-to-day team operations, develop employees and future leaders, monitor performance data, and improve processes, systems, metrics, and the service model. The role also partners with Customer Support leadership and cross-functional teams, maintains operational continuity through cross-training and coverage strategies, and contributes to long-term departmental and regional strategy. Travel requirements are 0–25%.

Requirements

Bachelor's degree.
Over 3 years of experience in customer-facing roles.
People-management experience.
Proven experience leading operationally complex, customer-facing teams.
Strong KPI/data analysis skills.
Excellent communication and stakeholder-management skills.
Ability to remain calm and decisive during escalations.
Strong coaching and employee-development skills.
Experience leading change initiatives and creating structure in evolving environments.
Comfortable working with workflow systems, CRM platforms, and Customer Support tools.
Strong customer-centric mindset and ownership mentality.

Nice To Haves

B2B Order Support experience.
Manufacturing or distribution experience.
Experience with commercial lighting or electrical distribution.
Experience in a related industry where order management/customer operations are complex.

Responsibilities

Lead the performance and daily operations of a frontline Customer/Order Support team.
Manage high-priority customer escalations and resolve issues quickly.
Build a culture of ownership, accountability, and urgency.
Coach, mentor, and develop frontline representatives.
Identify high-potential employees and develop future team leaders.
Monitor KPIs and use data to identify opportunities for improvement.
Identify operational inefficiencies and implement process improvements.
Partner with Customer Support leadership and cross-functional teams.
Support improvements to systems, metrics, and the overall service model.
Build cross-training and coverage strategies to maintain operational continuity.
Contribute to long-term departmental and regional strategy.