Acuity

Partner Care Specialist

Acuity

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • 🇺🇸 United States

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Salary

💰 $48,100 - $86,500 per year

Job Level

Mid-LevelSenior

Tech Stack

ERPOracleOracle ERP

About the role

  • 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
  • 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)

Requirements

  • 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)
  • Exposure to sales operations or manufacturing/distribution environments preferred
  • 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
  • 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.
Benefits
  • health care
  • dental coverage
  • vision plans
  • 401K benefits
  • commissions/incentive compensation depending on role

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
order processingcustomer serviceERP systemsCRM systemsOracle ERPSalesforceEDI toolsbacklog managementquote-to-order conversiondata analysis
Soft skills
leadershipemotional intelligencecollaborationtime managementcommunicationanalytical skillsproblem-solvingde-escalationmentoringproactive mindset