[Hiring] Customer Resolution Specialist @Acuity Inc.

Role Description

The Customer Resolution Specialist is responsible for supporting all channel customers by providing exemplary order entry support. Responsibilities include, but are not limited to:

• Order entry
• Order management
• Intake of all customer inquiries
• Resolution of any small task, regardless of domain

Candidate should continually seek opportunities to broaden customer relationships by ensuring customer requirements and expectations are exceeded.

Key Tasks & Responsibilities (Essential Functions)

• Internal Agency:
  • Provides standard target pricing when requested
  • Provides internal crossover support when requested
  • Receives customer purchase order (PO) and works with customer or internal quoting team to clarify material, pricing, or other information prior to entry, if needed
  • Entry of customer purchase order (PO) into Acuity order management system
• Order Management:
  • Support basic level order management after entry through activation
  • Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner
  • Monitor assigned customer orders proactively to ensure delays are communicated
  • Act as liaison/translator between internal partners and customer
• Intake:
  • Point of contact for the entire CX Org to act as navigator for customer
  • Collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information
  • Submit RFA/Claim/CFA form (etc.) on behalf of the customer per company policy
• Company Initiatives:
  • Active contributor in annual initiatives to increase the industry service level
  • Active contributor in annual initiatives to improve team productivity

Qualifications

• Associate’s Degree, Technical Degree or equivalent work experience
• 1+ years of relevant work experience in customer service or order management
• Excellent communication and organizational skills
• Computer skills - proficiency with Microsoft Office tools and technical aptitude to learn new software tools
• Ability to work both independently and as a team player who can contribute to an inclusive environment
• Analytical and problem solving skills - able to identify critical situations and use good judgment to respond in a timely manner
• Consults appropriate stakeholders before making critical decisions
• Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer

Requirements

• Travel Requirements: 1-20%

Benefits

• Generous benefits including health care
• Dental coverage
• Vision plans
• 401K benefits
• Commissions/incentive compensation depending on the role