Job Description
Partner care specialists facilitate seamless partner experiences by entering orders in Oracle ERP, managing backlogs, resolving escalations, and handling quotes in Salesforce CPQ. Their work ensures accurate fulfillment of AV technology products and services for Acuity's segments. Specialists participate in regional reviews, gather customer feedback, and execute processes that align with revenue goals and compliance requirements.
Acuity Brands, trading as AYI, creates lighting, control systems, and AV platforms for spaces and light. With over 13,000 associates across North America, Europe, and Asia, they focus on intelligent environments through Q-SYS audio services and Atrius controls. Their market emphasizes customer outcomes, innovation, and capital deployment for growth and efficiency.
Daily duties involve verifying pricing, parts, and terms with 98 percent accuracy, following SOPs for credits and returns, collaborating with sales and logistics on holds, monitoring daily backlogs and communicating delays, assisting with invoices and acknowledgements, tracking quotes, resolving RMAs, and coordinating in QBRs. Specialists mentor team members, update documentation, pilot process improvements like automation, and perform cross-functional tasks. Interactions include primary contacts for regions, customers, and partners, with a key point-person role for escalations.
Salary range starts at $48,100 and reaches $86,500 annually. Work is hybrid, requiring two days in the office. Benefits encompass health, dental, vision, 401K, life and disability insurance, telehealth, well-being programs, stock plans, paid life coverage, education funding, rewards, bonuses, vacations, holidays, overtime, and leave. Additional perks include commissions, incentives, and family planning support.
Responsibilities
- Provide backlog updates, order visibility, and quote conversion data
- Serve as primary contact and escalation point for teams and partners
- Manage complex inquiries, RMAs, and cross-functional coordination
- Enter orders in Oracle ERP with accurate pricing and terms
- Follow procedures for hold issues, credits, and returns
- Monitor backlogs and communicate delays to customers
- Assist sales with quotes and updates in Salesforce CPQ
- Track and update quotes for purchase orders and compliances
- Collect voice-of-customer feedback and share insights
- Operate technological tools like Macs and related software
Requirements
- Bachelor’s degree or equivalent in Business Management
- Minimum 4 years in customer service and order processing
- Experience with ERP/CRM systems including Oracle and Salesforce
- Proficiency in Microsoft 365 including Outlook, Excel, Word, and Teams
- Advanced knowledge of ERP, CRM, and EDI tools