Acuity

Customer Service Manager

Acuity

full-time

Posted on:

Location Type: Office

Location: Atlanta • United States

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About the role

  • Provide operational leadership for the Americas Customer Service function.
  • Ensure delivery of Customer Service performance across the Americas, ensuring sustained adherence to service levels, order accuracy, backlog targets, and responsiveness.
  • Translate Customer Experience priorities into clear operational objectives and execution plans.
  • Monitor performance trends and operational health through KPIs, identifying risks and recommending corrective actions.
  • Lead, coach, and develop associates through regular one-on-ones and ongoing development discussions.
  • Identify recurring order issues, inefficiencies, and manual touchpoints, and drive process improvements.
  • Collaborate cross-functionally to ensure clean order flow, proactive issue resolution, and consistent customer communication.

Requirements

  • Bachelor’s degree in one of the following (or equivalent experience): Business Administration, Management. Operations Management, Supply Chain / Logistics, Communications, or a related field.
  • 5+ years of experience in Customer Service, Order Management, or Sales Operations within a manufacturing or OEM environment.
  • Strong leadership skills with the ability to coach, develop, and hold teams accountable.
  • Solid understanding of order-to-cash processes and Customer Service best practices in a manufacturing or OEM environment.
  • Ability to analyze operational data, identify trends, and translate insights into practical improvements.
  • Strong organizational and prioritization skills in a fast-paced, changing environment.
  • Clear, confident and effective communicator.
  • Comfort operating between strategic direction and frontline realities.
Benefits
  • Flexible work arrangements
Applicant Tracking System Keywords

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

Hard Skills & Tools
order-to-cash processesKPI monitoringprocess improvementsdata analysiscustomer service best practices
Soft Skills
leadershipcoachingdevelopmentaccountabilityorganizational skillsprioritizationcommunication
Certifications
Bachelor’s degree