Partner Care Specialist - open to anywhere in US

Acuity Inc.•Conyers, GA

6d•$42,900 - $92,200

About The Position

The Customer Care Specialist II delivers service to Q-SYS partners, customers, and internal Sales teams by handling order entry, partner communications, and data accuracy across the order-to-cash cycle. The role acts as a liaison between partners and the company, with a focus on prompt, professional, and accurate customer interactions and building trusted relationships with Sales teams, partners, and end customers. The position develops expertise in order management, cross-functional collaboration, and systems including Oracle ERP, Salesforce/CPQ, Power BI, and Five9. The specialist manages concurrent tasks with urgency and accuracy and supports domestic and international customer needs as required. This role provides a development foundation for potential growth into Customer Care Senior Specialist and higher-level roles. The position may be based anywhere in the United States.

Requirements

Proficiency with Microsoft 365, including Outlook, Excel, Word, and Teams.
Basic knowledge of Oracle ERP and Salesforce for order entry and case management.
Proficiency in EDI order processing.
Strong typing accuracy and data-entry skills, with a target of at least 98% order-entry accuracy.
Strong attention to detail and commitment to accuracy.
Excellent written and verbal communication skills.
Ability to prioritize and manage multiple concurrent tasks with urgency.
Collaborative, dependable team player who supports others.
Customer-obsessed mindset, with care and ownership in each interaction.
Willingness to learn new systems and take on increasingly complex responsibilities.

Nice To Haves

Exposure to Power BI or equivalent operational dashboards; willingness to develop reporting literacy is required.
For promotion consideration to Customer Care Senior Specialist, typically 18 months in the role with demonstrated mastery of core order-to-cash workflows, cross-territory coverage participation, and a documented development conversation with the Supervisor. Exceptional performers with documented evidence may be considered earlier.

Responsibilities

Monitor assigned case and email queues and meet or exceed department SLAs.
Provide accurate information about order status, product availability, tracking, RMAs, and credits, and promptly answer or return calls.
Maintain accurate partner data in Oracle and Salesforce, including addresses, contacts, and freight preferences.
Set customer expectations throughout the order lifecycle and work with partners on purchase order requirements, compliance documentation, and order discrepancies.
Identify products and services using item numbers or names, and provide information on pricing, availability, replacements, sub-parts, tracking, invoices, credits, and RMAs.
Enter orders in Oracle ERP, verifying pricing, part numbers, and terms, and follow SOPs for order exceptions, credits, and returns.
Collaborate with Sales, Credit, and Logistics to resolve holds and missing information; monitor backlog and proactively communicate delays or changes.
Participate in cross-territory coverage rotations and support domestic and international customer requirements, including export and commercial documentation, as needed.
Process repair orders and spare parts orders in addition to standard purchase orders.
Serve as the outside Sales representative’s point of contact with internal business departments and assist with tracking and updating quotes in Salesforce/CPQ.
Provide documentation support, including invoices, acknowledgements, and credit requests.
Collect Voice-of-Customer feedback and share recurring themes with the team and Supervisor.
Participate in regional QBRs for key accounts and coordinate with Sales on agenda, content, and support requirements.
Participate in team huddles, training, and required corporate courses; learn complex processes, order types, and system workflows from senior specialists and Supervisors.
Develop familiarity with Power BI dashboards and operational reporting, contribute process-improvement ideas, and support departmental initiatives.
Complete at least one cross-territory shadow or coverage rotation within the first 18 months.
Demonstrate a customer-obsessed and owner’s mindset in interactions.