Acuity · 1 month ago
Partner Care Specialist
Atlanta, GA
Full-time
Hybrid
Mid, Senior Level
$48K/yr - $86K/yr
4+ years expAcuity is a market-leading industrial technology company focused on creating exceptional, people-centric experiences. The Partner Care Specialist II plays a pivotal role in ensuring a seamless partner experience from order entry through fulfillment and acts as a subject-matter expert to enhance customer satisfaction.
ElectronicsLightingManufacturingSmart BuildingSmart Home
Responsibilities
Provide regular backlog updates, open-order visibility, and quote-to-order conversion data
Serve as primary for a key region, a territory, key customer, and/or enterprise-level partners
Sales single point-of-contact and first escalation point from PCS I
Manage complex inquiries, escalations, and RMAs that require cross-functional coordination
Proactively identify and resolve issues before escalation to Sales
Set customers expectations, always and often
Align order processing priorities with regional revenue plans
Assist Sales in tracking and updating quotes within Salesforce/CPQ
Provide documentation support (invoices, acknowledgements, credit requests)
Collect Voice-of-Customer (VOC) feedback and share recurring themes with the team
Work directly with partners/customers on meeting Purchase Order requirements or other compliances and documentation
Participate in regional QBRs for key accounts. Coordinate with Sales team on agenda, content and support requirement
Enter orders in Oracle ERP with ≥ 98 % accuracy, verifying pricing, part numbers, and terms
Follow established SOPs for order exceptions, credits, and returns
Collaborate with Sales, Credit, and Logistics to resolve hold issues or missing information
Monitor backlog daily and proactively communicate delays or changes to customers
Support onboarding and skill development of PCS I team members
Author and update SOPs, job aids, and process documentation
Lead or participate in cross-functional pilot projects (automation, backlog optimization, quote accuracy)
Provide peer coaching and serve as a point of escalation for PCS I reps
Qualification
Required
B.A. or B.S. degree in Business Management or equivalent work experience in Customer Service
Minimum 4 years of customer service and order processing experience in a fast-paced environment
Experience with ERP/CRM systems (Oracle, Salesforce, or equivalent)
Leadership skills and emotional intelligence required
Proven track record managing strategic or enterprise accounts and resolving complex customer issues
Demonstrated collaboration with Sales, Credit, Planning, and Logistics functions
Proficiency with Microsoft 365 (Outlook, Excel, Word, Teams)
Advanced knowledge of ERP, CRM, and EDI tools for order entry and case management
Strong time management skills
Operates under general supervision with clearly defined procedures
Deep understanding of order-to-cash and backlog management processes
Exceptional written and verbal communication skills with ability to simplify complex information
Strong analytical, decision-making, and problem-solving skills
Ability to de-escalate issues and deliver solutions with composure
Excellent time management and prioritization in fast-paced environments
Demonstrated leadership, mentoring, and influence without authority
"Owner's mindset" – proactive, accountable, and continuously improving
"Customer-obsessed" – advocates for the partner's experience at every step
Preferred
Exposure to sales operations or manufacturing/distribution environments preferred
Benefits
Health care
Dental coverage
Vision plans
401K benefits
Commissions/incentive compensation depending on role
Company
Acuity
Acuity Inc. (NYSE: AYI) is a market-leading industrial technology company.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2001-12-07IPO
Leadership Team
Neil Ashe
CEO
Vernon J. Nagel
Executive Chairman
Recent News
2026-01-09
2026-01-09
2025-12-05
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