We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet.
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 and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.
Position Summary & Location
As a Customer Care Specialist at Acuity, you're responsible for providing exemplary customer support by processing orders, managing projects, resolving customer inquiries, and completing various tasks. The Customer Care Specialist strengthens relationships and builds trust by exceeding customer requirements and expectations.
This remote role is U.S. based and travels based on business needs.
Primary Responsibilities Include
- Internal Agency:
- Receives customer purchase order (PO) and works with customer or internal quoting team to clarify material, pricing, or other information before entry, if needed.
- Entry of customer purchase order (PO) into Acuity order management system.
- Order Management:
- Support more basic to medium-level order/project management after entry through activation.
- Coordinate shipping internally and externally to meet customer needs.
- Utilize Power BI reporting to proactively monitor assigned regions' orders and communicate delays, issues, or improvements.
- Monitor orders for exceptions and holds to ensure orders are activated, produced, and shipped promptly.
- Act as a liaison and translator between internal partners and customers.
- Develop solutions for basic and some medium-level order issues, leveraging business relationships with ABL matrix partners as needed.
- Develop and demonstrate a basic understanding of the order fulfillment cycle, including product and service knowledge, lead time management, business system logic (orders, manufacturing, inventory, shipment), and the relationship within the customer ecosystem.
- Intake:
- Point of contact for the entire CX Org to act as navigator for customer.
- Resolve "tier 0" problems outside of the Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible.
- Ask probing questions to collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information.
- Diagnose issues and needs and submit an RFA/claim/CFA form on behalf of the customer according to company policy.
- Company Initiatives:
- Active contributor to annual initiatives to increase the industry service level and improve team productivity.
- Other duties may be required based on business needs.
Qualifications
- An associate's or technical degree is required (a bachelor's degree is preferred).
- 2 years of related experience from commercial lighting, electrical distributor, or general contractor industries is preferred.
- Demonstrates empathy for others and remains at ease in tense situations.
- Excellent communication and organizational skills, written and verbal.
- Proficient computer skills, including Microsoft Office and the technical aptitude to learn new software tools.
- Ability to work independently and as a team player, contributing to Acuity's inclusive environment.
- Analytical and problem-solving skills to identify critical situations and use good judgment to respond promptly.
- Successful track record partnering with stakeholders to make critical decisions.
- Demonstrates customer focus and assertiveness to drive superior service experiences.
- Available to travel based on business needs (domestic and international up to 25%).
We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.
Please click here and here for more information.
Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Inc. is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Acuity Inc. will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.
The range for this position is $40,200.00 to $72,400.00. Placement within this range may vary, depending on the applicant’s experience and geographic location. For a list of our benefits, click here
