[Hiring] Partner Care Specialist @Acuity Inc.

Role Description

The Partner Care Specialist is responsible for overseeing the customer experience from onboarding through ongoing support. This role primarily supports partners and customers in the United States and requires proficiency in reading, writing, and speaking English.

As a key liaison between Q-SYS and its partners and customers, the Partner Care Specialist delivers exceptional service to both internal teams and external stakeholders. Responsibilities include:

• Managing quotes and orders with accuracy and timeliness.
• Responding to inquiries with enthusiasm and professionalism.
• Applying a high level of expertise and knowledge to resolve issues effectively.

The ideal candidate is capable of managing multiple priorities in a dynamic, fast-paced environment. As a customer advocate and trusted resource, the Partner Care Specialist is committed to building strong, collaborative relationships with the Sales team, partners, and clients to support shared success.

Qualifications

• Associate degree in Business Management or equivalent professional experience in customer service.
• Minimum of five (5) years of experience in customer service; logistics experience is a plus.
• Proficient in using digital platforms such as Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams), Oracle, Salesforce, and Power BI.
• Skilled in navigating and managing multiple platforms and applications simultaneously and efficiently.
• Ability to follow established policies, processes, and work instructions with consistency.
• Strong attention to detail in managing customer data and communications.

Requirements

• Monitor and manage email and case queues consistently.
• Acknowledge and follow up on all outstanding issues within the same business day.
• Provide coverage on the call queue as assigned.
• Consistently meet service level standards for partners and customers enrolled in loyalty programs.
• Maintain accurate customer records in Oracle and Salesforce.
• Collaborate directly with partners and customers to meet Purchase Order requirements.
• Proactively manage backlog by reviewing and resolving exceptions in a timely manner.
• Ensure orders are entered into the ERP (Oracle) system with a minimum accuracy rate of 98%.
• Verify accuracy of export shipment details.
• Follow up closely with partners to resolve Purchase Order issues.
• Monitor orders on credit hold and ensure timely release.
• Participate in regional QBRs for key accounts.
• Collect and analyze internal and external customer feedback.
• Assist in maintaining CPQ quote status and follow up on quotes.

Benefits

• Health care coverage.
• Dental coverage.
• Vision plans.
• 401K benefits.
• Commissions/incentive compensation depending on role.