Partner Care Specialist

Acuity Inc.•Atlanta, GA

About The Position

QSC is creating exceptional, people-centric experiences with the perfect balance of technology and creativity. Q-SYS, our innovative full stack audio, video and control platform, unifies data, devices and a cloud-first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences. Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability. 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 SummaryThe Partner Care Specialist II (PCS II) plays a pivotal role in ensuring a seamless partner experience from order entry through fulfillment. As a senior member of the Partner Care Services (PCS) team, this role serves as both a subject-matter expert and territory point-person, bridging the gap between Sales, Credit, Planning, and Logistics to accelerate revenue capture and elevate customer satisfaction. The PCS II manages high-value and complex partner accounts, mentors PCS I team members, and drives continuous improvement across systems and processes. This role embodies the QSC values of customer obsession and owner’s mindset by anticipating needs, resolving issues with speed and accuracy, and championing process innovation that improves the partner journey.

Requirements

B.A. or B.S. degree in Business Management or equivalent work experience in Customer Service.
Minimum 4 years of customer service and order processing experience in a fast-paced environment.
Experience with ERP/CRM systems (Oracle, Salesforce, or equivalent).
Leadership skills and emotional intelligence required
Proven track record managing strategic or enterprise accounts and resolving complex customer issues.
Demonstrated collaboration with Sales, Credit, Planning, and Logistics functions.
Proficiency with Microsoft 365 (Outlook, Excel, Word, Teams).
Advanced knowledge of ERP, CRM, and EDI tools for order entry and case management.
Strong time management skills.
Operates under general supervision with clearly defined procedures.
Deep understanding of order-to-cash and backlog management processes.
Exceptional written and verbal communication skills with ability to simplify complex information.
Strong analytical, decision-making, and problem-solving skills.
Ability to de-escalate issues and deliver solutions with composure.
Excellent time management and prioritization in fast-paced environments.
Demonstrated leadership, mentoring, and influence without authority.
“Owner’s mindset” – proactive, accountable, and continuously improving.
“Customer-obsessed” – advocates for the partner’s experience at every step.

Nice To Haves

Exposure to sales operations or manufacturing/distribution environments preferred.

Responsibilities

Provide regular backlog updates, open-order visibility, and quote-to-order conversion data.
Serve as primary for a key region, a territory, key cusutomer, and/or enterprise-level partners.
Sales single point-of-contact and first escalation point from PCS I.
Manage complex inquiries, escalations, and RMAs that require cross-functional coordination.
Proactively identify and resolve issues before escalation to Sales.
Set customers expectations, always and often.
Align order processing priorities with regional revenue plans.
Assist Sales in tracking and updating quotes within Salesforce/CPQ.
Provide documentation support (invoices, acknowledgements, credit requests).
Collect Voice-of-Customer (VOC) feedback and share recurring themes with the team.
Work directly with partners/customers on meeting Purchase Order requirements or other compliancies and documentation. Effectively identify products and services by item number/name, pricing, availability, replacement suggestions,sub-parts (service parts), as well request for tracking numbers, invoices, credits, RMAs, etc.
Participate in regional QBRs for key accounts. Coordinate with Sales team on agenda, content and support requirement
Enter orders in Oracle ERP with ≥ 98 % accuracy, verifying pricing, part numbers, and terms.
Follow established SOPs for order exceptions, credits, and returns.
Collaborate with Sales, Credit, and Logistics to resolve hold issues or missing information.
Monitor backlog daily and proactively communicate delays or changes to customers.
Support onboarding and skill development of PCS I team members.
Author and update SOPs, job aids, and process documentation.
Lead or participate in cross-functional pilot projects (automation, backlog optimization, quote accuracy).
Provide peer coaching and serve as a point of escalation for PCS I reps.