Partner Care Specialist

Acuity Inc.•Conyers, GA

6d•$42,900 - $92,200

About The Position

The Partner Care Specialist oversees the customer experience from onboarding through ongoing support, primarily serving partners and customers in the United States. The role acts as a liaison between Q-SYS and its partners and customers, providing accurate, timely support for quotes, orders, and inquiries while applying product and process knowledge to resolve issues. The position requires proficiency in reading, writing, and speaking English and includes travel. It may be based anywhere in the United States. The specialist manages customer and partner support, order processing, and sales support in a dynamic, fast-paced environment. The role works closely with the Sales team and cross-functional Customer Service teams to build collaborative relationships, address customer needs, and support shared success.

Requirements

Associate degree in Business Management or equivalent professional experience in customer service.
At least five years of customer service experience.
Proficiency in reading, writing, and speaking English.
Proficiency with Microsoft 365 Suite applications, including Word, Excel, PowerPoint, Outlook, and Teams; Oracle; Salesforce; and Power BI.
Ability to navigate and manage multiple platforms and applications simultaneously and efficiently.
Ability to consistently follow established policies, processes, and work instructions.
Strong attention to detail when managing customer data and communications.
Strong collaboration skills, particularly with Sales and cross-functional Customer Service teams.
Effective problem-solving skills and resourcefulness in resolving customer issues.
Strong time-management, prioritization, and organizational abilities.
Ability to de-escalate customer and partner concerns and recognize when to escalate issues to Sales Managers or Customer Care Managers.
Clear verbal and written communication skills with internal teams and external stakeholders.
Commitment to providing a positive and inclusive customer experience through empathy, professionalism, and responsiveness.
Ability to travel as part of the role.

Nice To Haves

Logistics experience.

Responsibilities

Monitor and manage email and case queues, acknowledge and follow up on outstanding issues within the same business day, resolve issues independently when possible, and minimize escalations to Sales.
Provide assigned call-queue coverage and return calls from Sales team members and customers within the same business day; support the team outside scheduled queue times when possible during high call volume.
Meet service-level standards for loyalty-program participants and higher-tier accounts, including Premier, Preferred, Enterprise, and Higher Education accounts.
Maintain accurate customer records in Oracle and Salesforce, including addresses, contact details, and shipping information.
Work with partners and customers to meet Purchase Order requirements and documentation standards; identify products and services, pricing, availability, replacement options, and service parts, and respond to requests for tracking numbers, invoices, credits, and RMAs.
Review and resolve order backlog exceptions and post-processing requirements in a timely manner.
Ensure orders are entered into Oracle with at least 98% accuracy, including oversight of orders entered by PCS, outsourced partners, or technology solutions.
Verify export shipment details, including shipping instructions, freight forwarder information, proforma invoices, and required documentation.
Follow up with partners to resolve Purchase Order issues and collaborate with Sales when additional support is needed.
Work with the Sales Director to recommend viable alternatives for out-of-stock products.
Monitor orders on credit hold and ensure timely release of orders eligible for picking, packing, and shipment.
Manually process new Purchase Orders subject to exception processes, including rush and configured orders.
Participate in regional QBRs for key accounts and coordinate with Sales on agenda planning, content development, and support needs.
Collect and analyze internal and external Voice of the Customer feedback to identify improvement areas and additional sales-support opportunities.
Help maintain CPQ quote status and follow up on quotes to support the Sales team.