Required Experience and Knowledge:
0-3 years plus the education listed below.
Communication skills (written and verbal) to provide clear and concise information to the customer.
Ability to work both independently and as a team player who can contribute to an inclusive environment.
Organizational skills; able to plan time and work effort effectively with a focused attention to details.
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.
Associate's degree required
Responsible for assisting customers (agencies, distributors, contractors, other customers) with a broad range of customer service needs: order management, product interpretation, product validation, problem solving, order generation (greenhouse growth) and systems/process support. This position is a hub for service and the customer experience, coordinating efforts with resources across the organization as required for full service capabilities.
Collaborate with Revenue Realization, Product Groups, Focus Factories, Quotes Managers, Sourcing, Distribution, and Sales management in order to meet the needs of the customer. Applies specialized product knowledge as needed for service solutions. Proactively maintains ongoing relationships with key customers and interfaces with sales and operations on a regular basis. This position will be based at our corporate office in Conyers, Georgia.
Key Tasks & Responsibilities:
Provide agencies, customers and/or contractors within territory, direction and support on new or existing orders. Collaborate internally to provide solutions and accurate information to fulfill and complete the order cycle. Provide direction based on voice-of-the-customer throughout the matrix organization. Coordinate activities to meet the customers' needs and provide a superior customer experience. Responsible for developing solutions for order issues. Suggests alternative products and services as necessary, based on knowledge of product applications.
Proactively monitor order backlog, research solutions and coordinate internally to identify issues and execute corrective actions to minimize negative impact. Identify potential road-blocks to order fulfillment process and solutions to move process forward (i.e. product substitutions, system issues, shipment alternatives and costs). Develop alternatives to production scheduling and/or shipping to ensure customer delivery (ability to adjust production queues through coordination with plants).
Monitor orders for exceptions and holds to ensure orders are produced and shipped in a timely manner.
Develop and continually expand a comprehensive understanding of the components of the order fulfillment cycle to include the ordering process, product interpretation, lead time management, system order rules, scheduling and manufacturing objectives, product flow through distribution, tools for managing service impacts and credit guidelines. Develop and continually update a broad knowledge of product marketed within the Acuity Business Units. Continually manage KPI's and apply standard work and process improvement.
Acuity Lighting Group Inc