Manager Order Support

We use technology to solve problems in spaces, light, and more things to comefor our customers, our communities, and our planet.

Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people's lives.

We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications.

Job Summary

You are here to execute the transformation of how ABL supports our customers and serves their needs. Whether it's a request to expedite an order, a technical support issue relating to our applications, product support from one or more of our product teams or assistance with a warranty return, you are here to aid in defining, implementing, and executing an industry leading comprehensive approach to customer support. You will learn everything there is to know about our products, processes and supporting applications with the intention of helping our customers succeed. You will dig in to troubleshoot issues, solve problems outside our domain, and actively listen to customers to determine what they really need. You will be a key driver in mobilizing all our support teams to work collaboratively to achieve our stated CX goal to "Increase the industry service level". Your success unlocks capacity within our CX, Product, and Sales leadership unit that in turn, leads to further commercial success. You will construct exceptional relationships with all our customers through the generation of positive order experiences.

Key Tasks & Responsibilities (Essential Functions)• Customer Support

o You will manage a team of customer support professionals tasked with exceeding the order management expectations of our agencies and customers

o Step-In, every day, to support the tactical needs of the team

o Continuously evolve the processes, structure, skills, and abilities of the customer support team ensuring that everyone presents a common, expectation exceeding, experience to our customers

o Ensure those you lead are supported with training and resources to sustainably serve our customers while growing their respective careers • Customers and Agents

o Meet customers, particularly the largest customers, to establish customer experience presence and to receive customer feedback for improvements on service and the overall customer experience

• Internal

o Work closely with our internal partners and support teams to drive our transformational efforts and achieve ABL's goal to "increase the industry service level"

o Infuse a customer obsessed and curiosity filled culture into the business

Skills and Minimum Experience Required

What we are looking for in you: • Naturally empathetic. The ability to step into someone else's shoes and walk a few miles can make all the difference between someone who is successful in this position and someone who struggles. By truly being able to understand the customer's pain, you can also produce the best solutions. • Customer advocacy. Customer Support leaders must be strong, natural advocates. Your entire job is to fight to improve the customer experience, which can sometimes be more difficult than it sounds• Process driven. We must serve our customers beyond their expectation, and we must have sustainable, repeatable, efficient, and continuously improving processes. The details matter. • Curious. There is always an improvement to be made. Be curious, learn, engage, and drive impact. • KPI driven. Everything in this function is measurable. You will find ways to measure how well we're serving customers with metrics like the Customer Effort Score, Customer Satisfaction Score, and transactional Net Promoter Score for customer service interactions. • Hungry. A deep desire to learn our business and the processes associated. You will seek to not only be an expert, but the authority, on anything that could impact the customer experience at any point and how we can resolve it. • Business acumen. Elevated level of business acumen, organizational skills, and interpersonal

abilities. • Pace. An ability to multi-task and work effectively in a dynamic, fast paced environment• Leadership. An ability to lead and drive (directly and indirectly) to achieve results. You know that influence is greater than authority.

What you should have:• A bachelor's degree or equivalent work experience or certifications• Solid understanding of staff management; Experience leading people • Superior management and interpersonal skills• Excellent problem solving and critical thinking skills• Ability to remain calm and focused in stressful situations • Experience collecting, assessing, and interpreting data to provide insights to customers and partners • A strong desire to grow within the company

Travel: You should plan to be in the field with customers on a regular basis. While this will vary based on the individual and the dynamics in the region, expect to have a 15-25% travel commitment with the possibility of international travel being required.

We value diversity and are an equal opportunity employer. All qualified applicants will be considered for employment without regards to race, color, age, gender, sexual orientation, gender identity and expression, ethnicity or national origin, disability, pregnancy, religion, covered veteran status, protected genetic information, or any other characteristic protected by law.

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Accommodation for Applicants with Disabilities: As an equal opportunity employer, Acuity Brands is committed to providing reasonable accommodations in its application process for qualified individuals with disabilities and disabled veterans. If you have difficulty using our online system due to a disability and need an accommodation, you may contact us at (770) 922-9000. Please clearly indicate what type of accommodation you are requesting and for what requisition.

Any unsolicited resumes sent to Acuity Brands from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Brands mailing address, fax machine or email address, directly to Acuity Brands employees, or to Acuity Brands resume database will be considered Acuity Brands property. Acuity Brands will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Acuity Brands will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor, but does not have the appropriate approvals to be engaged on a search.

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The range for this position is $74 700 to $167 900. Placement within this range may vary, depending on the applicant's experience and geographic location.