Customer Resolution Lead Representative

Position Summary & Location

At Acuity, the Customer Resolution Lead Representative supports all channel customers by providing exemplary proactive order entry support. A typical day includes order entry, basic to complex order and project management, intake of all customer inquiries, and resolution ownership of any task, regardless of domain.   

The Customer Resolution Lead Representative continually seeks opportunities to broaden customer relationships by consistently exceeding expectations. They provide input on best practices, KPIs, and data mining, while helping produce content for leadership audiences. The Customer Resolution Lead Representative is an expert at training and teaching others interdepartmentally and documents knowledge and processes. They help supervise and mentor eight or more teammates and are a backup to the Order Excellence Managers as needed.   

This role works remotely from the United States and travels based on business needs.

Primary Responsibilities Include

Internal Agency: 

• Provide standard target pricing when requested; Provide guidance and support when non-standard pricing is required.
• Provide internal and external crossover support when requested.
• Make suggestions for alternate options within fixture families.
• Gather appropriate internal/external parties to solve problems.
• Receive customer purchase order (PO) and work 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's order management system
• Manage external customer relationships and act as a point of escalation for problem resolution.                     
• Act in the capacity of "Agency Principal" when partnering with Acuity Sales teams.            
• Communicate the team's needs and potential solutions to leadership.                                                           
• Teach and support others in their journey to effectively achieve the above.

Order Management:

• Support more complex order/project management after entry through shipment.
• Coordinate shipping internally and externally to meet customer needs.
• Use, inform, and teach others to value and leverage Power BI reporting to proactively monitor assigned regions' orders to ensure we communicate delays, issues, or improvements.
• Lead development of new and innovative processes that increase team productivity & efficiency in getting to customer satisfaction.
• Ensure team monitoring of orders in for exceptions and holds to ensure orders are activated, produced, and shipped promptly.
• Inform internal rules and policy changes to minimize holds/delays.
• Liaise/translate between internal partners and customers while developing internal relationships outside the context of a problem.
• Lead development of solutions for complex level order issues, leveraging business relationships with ABL matrix partners as needed.
• Demonstrate and cultivate a deeper understanding of the order fulfillment cycle, such as product and services knowledge, lead time management, business system logic (orders, manufacturing, inventory, and shipment), and the relationships within the customer ecosystem.
• Communicate the team's needs and potential solutions to leadership.
• Teach and support others in their journey to effectively achieve the above.

Intake:

• Point of contact for the entire CX Org, acting as the customer navigator.
• Resolve "tier 0" problems outside of the Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible to ensure customer resolution.
• Seek to "learn and teach everything" (product, process, etc.) to ensure we're promptly resolving issues.
• Develop the appropriate probing questions to collect and document details of any issue for easy transition to other departments, ensuring a customer does not have to repeat information.
• Diagnose the issue/need and submit the RFA/claim/CFA form on behalf of the customer per company policy.
• Ensure knowledge capture in a shared database/tool to promptly resolve issues.     
• Communicate the team's needs and potential solutions to leadership.
• Teach and support others in their journey to effectively achieve the above. 

Company Initiatives:

• Help lead annual initiatives to increase the industry service levels and improve team productivity.

Qualifications

• A High School Diploma or the equivalent plus 6-8 years of related experience is required.
• Related experience in the commercial lighting, electrical distributor, or general contractor industries is preferred.
• Must demonstrate empathy for others, have excellent written and verbal communication skills, and remain at ease in tense situations.
• Must be organized and proficient in Microsoft Office tools with the technical aptitude to learn new software tools.
• Effectively work independently and as a team player while contributing to an inclusive environment. 
• Analytical and problem-solving skills are required to help identify critical situations and use good judgment to respond promptly.
• Consults appropriate stakeholders before making critical decisions while remaining customer-focused and assertive in driving actions required to create a superior service experience for the customer.
• Demonstrate a passion for learning, an ardent desire to grow/change/constantly become the best version of oneself, and helping others succeed.