Customer Care Senior Specialist (Washington, MO)

Req ID: 10250

Remote Opportunities: Remote

KE2 Therm Solutions seeks to save energy, preserve the environment, and improve profitability for our customers by delivering energy-saving electronic solutions to the Heating, Ventilating, Air Conditioning and Refrigeration (HVAC&R) industry. We are recognized for having high quality, technologically advanced products that are easy to use, and for providing superior technical applications support before and after the sale.

KE2 Therm Solutions is part of Distech Controls Inc. which is owned by Acuity Brands, Inc.

Acuity Brands, 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.

Job Summary

As a Customer Service Specialist, you will be the primary point of contact for customer inquiries, order processing, and issue resolution. In this role, you will be responsible for servicing customers across two divisions, providing a seamless and consistent experience. Reporting to the Customer Service Director, you will work closely with cross-functional teams to ensure timely and accurate order fulfillment while delivering a high standard of customer service.

Key Tasks & Responsibilities (Essential Functions)

Provide high-quality customer service, responding promptly to inquiries via phone and email.
Assist customers with product selection and availability, order placement and status to ensure a smooth purchasing experience.
Process and manage customer orders from multiple sources (e-store, email, phone), ensuring accuracy and adherence to company policies and ISO standards.
Work closely with Production, Shipping, Accounting, and Sales to facilitate order fulfillment and timely delivery.
Address and resolve any customer concerns and issues professionally and efficiently.
Develop and maintain a strong familiarity with product offerings to provide accurate information and assist customers with their inquiries.
Document customer interactions, navigate multiple systems, and manage software registration and license requests.
Process returns and merchandise requests while maintaining accurate records.
Contribute to customer support resources by creating help articles and FAQs.
Foster strong relationships with customers, ensuring a friendly yet professional experience.

Skills and Minimum Experience Required

3-5+ years of proven customer service experience in a high-volume environment.
Exceptional communication skills (oral & written) in English.
Strong phone etiquette, active listening skills and the ability to resolve customer issues with empathy.
High attention to detail with the ability to analyze information and make informed decisions.
Resilient and adaptable to changing business needs.
Ability to multitask, prioritize, and work efficiently in a fast-paced environment.
Collaborative mindset with strong relationship-building skills, particularly in a remote environment.
Genuine passion for fostering positive customer relationships by delivering exceptional service.

Preferred Skills and Experience

Experience with Infor Syteline ERP system.

Intermediate/advanced knowledge of Microsoft Office (Word, Excel and Outlook).
Experience with Microsoft Dynamics or other CRM software.

Experience in the manufacturing sector.
Experience in online chat support.

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.

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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands 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 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 Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Brands 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.

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The range for this position is $46,400.00 to $83,600.00 . Placement within this range may vary, depending on the applicant’s experience and geographic location.

Nearest Major Market: St Louis
Job Segment: Fulfillment, Machinist, Sustainability, ERP, Operations, Customer Service, Manufacturing, Energy, Technology

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