Responsible for measuring customer satisfaction levels for each customer type in the C&I Business Unit based upon established CTQ’s (Critical to Quality) and for managing dashboards for the OFP (Order Fulfillment Process). A key responsibility of this role will be t o proactively identify and address issues which have the propensity to negatively impact the company’s ability to effectively service customers.
--Facilitate ABS events, manage projects and ADM (Application Delivery Method) events and drive activities in order to create a service platform that meets customer requirements, measuring customer satisfaction and recommending solutions to enhance processes and systematic servicing capabilities. This includes establishment of agency service scorecards. Manage cross-functional projects which have the propensity to impact the Order Fulfillment Cycle.
-- Establish/manage bowling charts for ABL Customer Care to measure operational efficiencies and effectiveness in alignment with customer needs and requirements. Conduct root cause analysis and establish countermeasures to correct.
-- Monitor daily business metrics to evaluate overall service performance to ensure a superior service experience. Proactively identify events or issues that have a broader, cross-functional impact on the service provided to customers and agents. Perform ad hoc analysis as required to investigate variances in metrics or impacts of isolated events.
-- Provide IST with specific requirements from a user perspective for process and system development, modification, and improvement as they all relate to the order cycle and service quality (including service metrics).
-- Assist Customer Care management with the creation and management of department and desktop metrics and establishment of targets in alignment with service and individual performance expectation.
-- Enable Customer Care Management to ensure staff is appropriately trained and coached on cross-functional projects that impact Lithonia Marketing Operations. Supervise the communication of new systems, or of changes to existing systems, to all affected Customer Care. Acquire necessary detailed knowledge of systems in order to assist Customer Care teams with training and to support system issues that may arise.
-- Participate in the establishment of department objectives, career development activities and employee performance measurements.
-- Manage coordination of agency visits and FIT (Field Instruction Teams) training, including training of new systems and Lithonia Best Business Practices.
-- Oversees the selection, management and development of the Service Quality team. Leads team achieving yearly goals and performance expectations. Drives process improvements and customer satisfaction through the use of ABS tool and metrics.
5 - 7 years plus experience below. This position requires considerable prior experience in agency/company interaction, and extensive involvement in the order-fulfillment, Customer Care platform, including order processing/manufacturing/distribution systems. Strong interpersonal skills are a necessity. Experience in facilitation of ABS/lean events including Value Stream Mapping, Kaizen, and Standard Work. Prior leading of people is a requirement.
A four-year Bachelor’s degree is required with emphasis on business (BBA). Master of Business Administration is preferred bu t not required.
Supervisory Responsibility Direct Indirect Exempt Non-Exempt/Hourly
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