Note: The job is a remote job and is open to candidates in USA. Acuity is seeking a Marketing Manager to support channel customers through proactive order management, customer inquiry resolution, and cross-functional coordination. The role manages orders and projects through shipment, resolves customer issues, documents processes, and contributes to initiatives that improve service levels and team productivity.
Responsibilities
- Provide standard target pricing when requested; Provide guidance and support when non-standard pricing is required
- Provide internal and external crossover support when requested
- Make suggestions for alternate options within fixture families
- Gather appropriate internal/external parties to solve problems
- Receives customer purchase order (PO) and works with customer or internal quoting team to clarify material, pricing, or other information prior to entry, if needed
- Support more medium to hard order/project management after entry through shipment
- Coordinate shipping internally and externally to meet customer need
- Use and inform Power BI reporting to monitor assigned regions orders proactively to ensure delays, issues, or improvements are communicated
- Monitor orders for exceptions and holds to ensure orders are activated, produced and shipped in a timely manner; Inform internal rule / policy changes to reduce these holds/delays
- Act as liaison/translator between internal partners and customer while developing internal relationships outside the context of a problem
- Develop solutions for medium to hard level order issues, leveraging business relationship with ABL matrix partners as needed
- Develop and demonstrate a deeper understanding of the order fulfillment cycle, such as product and services knowledge, lead time management, business system logic (orders, manufacturing, inventory and shipment) and the relationship within the customer ecosystem
- Point of contact for the entire CX Org to act as navigator for customer
- Resolve “tier 0” problems outside of Orders domain (pre-sale support, tech support, warranty support, etc.) in real time as often as possible to ensure customer resolution
- Seek to “learn everything” (product process etc.) to ensure an increase of issues that are fully resolved in the moment
- Ask probing questions to collect and document details for easy transition to other departments, ensuring a customer does not have to repeat information
- Diagnose issue/need; Submit RFA/claim/CFA form on behalf of the customer per company policy
- Active contributor in annual initiatives to increase the industry service level
- Active contributor in annual initiatives to improve team productivity
Skills
- • Bachelor's degree
- • 3+ years' experience in marketing
- • Ability to multi-task
- Strong verbal, written, and organizational skills
- Demonstrated empathy for others
- At ease in tense situations
- Excellent communication and organizational skills
- Computer skills - proficiency with Microsoft Office tools and technical aplitude to learn new software tools
- Ability to work both independently or as a team player who can contribute to an inclusive environment
- Analytical and problem solving skills - able to identify critical situations and use good judgment to respond in a timely manner
- Consults appropriate stakeholders before making critical decisions
- Customer-focus and assertiveness in driving actions required to create a superior service experience for the customer
- Passion for learning and an ardent desire grow/change/constantly become best version of self B2B product marketing experience (hardware and software ideally)
- Technical-to-customer value proposition development
- Brand positioning, messaging, and audience-specific communication
- Product launches and integrated campaign execution
- KPI analysis and data-driven marketing recommendations
- Cross-functional collaboration and project management
- Customer insights, VOC, case studies, and thought leadership
- Paid media, social marketing, and conversion optimization
- • AI and marketing technology tools
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