Responsible for assisting agencies and customers with a broad range of customer service needs including project management, order management, product interpretation and validation and systems and process support. This position acts as a hub for service, coordinating efforts with resources across company functions as required for full service capabilities. Collaborate with Revenue Realization, Product Value Streams, 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 staff on a regular basis.
Key Tasks & Responsibilities
Primary responsibility is to provide agencies and customers, within territory, direction and support. Collaborate with other functions of the organization to provide solutions and accurate information to fulfill and complete the order cycle. Provide direction based on voice-of-the-customer to the assembly cell. Coordinate activities to meet the customers’ needs, within the scope, and provide a superior customer experience. Includes responsibility for developing solutions for order issues. Suggests alternative products and services as necessary based on knowledge of product applications.
Proactively monitoring order backlog, researching solutions and coordinating with the proper functions to identify issues, then execute corrective actions to minimize the impact. Includes identification of potential road-blocks to order fulfillment process and identification of solutions to move process forward (i.e. product substitutions, identifying system issues, shipment alternatives and costs). Develop alternatives to production scheduling and/or shipping to ensure customer delivery (ability to adjust production ques through coordination with plants).
Manage pre-activation within a two-day period. This allows orders to fully code, activate and set up for best possible production date.
Monitor orders for exceptions and holds to ensure that orders do not get held up so that they may get 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 ABL Business Units. Continually manage KPI’s.
- 2 to 4 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 - plan time and work effort effectively. A strong focus to details. Analytical and problem solving skills - Identifying critical situations and responding to them in a timely manner. Using keen judgment and selecting solutions from team members before making critical decisions. Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer. Strong Excel
- High school diploma or GED
- Hand dexterity is required
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