Partner Care Specialist

Partner Care SpecialistQSC is creating exceptional, people-centric experiences with the perfect balance of technology and creativity. Q-SYS, our innovative full stack audio, video and control platform, unifies data, devices and a cloud-first architecture, empowering organizations to deliver transformative AV experiences across built spaces. Building on the QSC legacy, QSC Audio delivers audio technology that empowers live entertainers and sound reinforcement professionals with the confidence to create and deliver memorable experiences for their audiences. Atrius, Distech Controls and QSC are part of the Acuity Intelligent Spaces (AIS) business segment. Our mission is to make spaces smarter, safer and greener through our strategy of connecting the edge with the cloud using disruptive technologies that leverage data interoperability. Acuity 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 (ABL) and Acuity Intelligent Spaces (AIS), we design, manufacture, and bring to market products and services that make a valuable difference in people's lives. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and an audio, video and control platform. We focus on customer outcomes and drive growth and productivity to increase market share and deliver superior returns. We look to aggressively deploy capital to grow the business and to enter attractive new verticals. Acuity Inc. is based in Atlanta, Georgia, with operations across North America, Europe and Asia. The Company is powered by approximately 13,000 dedicated and talented associates.Work location: This position may be based anywhere in the United States and includes travel as part of the responsibilities.Job Summary: The Partner Care Specialist is responsible for overseeing the customer experience from onboarding through ongoing support. This role primarily supports partners and customers in the United States and requires proficiency in reading, writing, and speaking English. As a key liaison between Q-SYS and its partners and customers, the Partner Care Specialist delivers exceptional service to both internal teams and external stakeholders. Responsibilities include managing quotes and orders with accuracy and timeliness, responding to inquiries with enthusiasm and professionalism, and applying a high level of expertise and knowledge to resolve issues effectively. The ideal candidate is capable of managing multiple priorities in a dynamic, fast-paced environment. As a customer advocate and trusted resource, the Partner Care Specialist is committed to building strong, collaborative relationships with the Sales team, partners, and clients to support shared success.Key Tasks & Responsibilities (Essential Functions):Customer Support – General RequirementsMonitor and manage email and case queues consistently.Acknowledge and follow up on all outstanding issues within the same business day. Aim to resolve issues independently and minimize escalations to the Sales team.Provide coverage on the call queue as assigned. Return calls from Sales team members and customers within the same business day, even if a resolution is not yet available. When possible, support the team outside of scheduled queue times, especially during periods of high call volume.Consistently meet service level standards for partners and customers enrolled in loyalty programs or belonging to higher-tier accounts (e.g., Premier, Preferred, Enterprise, and Higher Education).Maintain accurate customer records in Oracle and Salesforce, including ship-to addresses, office locations, contact details, shipping methods, and other relevant data.Collaborate directly with partners and customers to meet Purchase Order requirements and ensure compliance with documentation standards. Accurately identify products and services by item number/name, pricing, availability, replacement options, sub-parts (service parts), and respond to requests for tracking numbers, invoices, credits, RMAs, and more.Order ManagementProactively manage backlog by reviewing and resolving exceptions in a timely manner, such as items or orders requiring post-processing.Ensure orders are entered into the ERP (Oracle) system with a minimum accuracy rate of 98%. This includes oversight of orders entered by PCS or outsourced partners, as well as any technology solutions used for order processing.Verify accuracy of export shipment details, including shipping instructions, freight forwarder information, proforma invoices, and all relevant documentation to ensure complete customer satisfaction.Follow up closely with partners to resolve Purchase Order issues. Collaborate with the Sales team when additional support is needed.For out-of-stock products, work with the Sales Director to suggest and recommend alternative viable options to customers.Monitor orders on credit hold and ensure timely release of those eligible for pick, pack, and shipment.Manually process new Purchase Orders that fall under exception processes, including rush orders and configured orders.Sales SupportParticipate in regional QBRs for key accounts. Coordinate with the Sales team on agenda planning, content development, and support needs.Collect and analyze internal and external customer feedback (Voice of the Customer) to identify areas for improvement and additional sales support opportunities.Assist in maintaining CPQ quote status and follow up on quotes to support the Sales team as needed.Skills and Minimum Experience RequiredTechnical SkillsAssociate degree in Business Management or equivalent professional experience in customer service.Minimum of five (5) years of experience in customer service; logistics experience is a plus.Proficient in using digital platforms such as Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook, Teams), Oracle, Salesforce, and Power BI.Skilled in navigating and managing multiple platforms and applications simultaneously and efficiently.Ability to follow established policies, processes, and work instructions with consistency.Strong attention to detail in managing customer data and communications.Soft SkillsHighly collaborative, especially with Sales and cross-functional Customer Service teams, to enhance the customer experience.Effective problem-solving skills and resourcefulness in resolving customer issues.Strong time management, prioritization, and organizational abilities.Capable of de-escalating customer and partner concerns, and recognizing when to escalate issues to Sales Managers or Customer Care Managers.Clear and effective communicator—able to convey messages verbally and in writing to both internal teams and external stakeholders.Committed to delivering a positive and inclusive customer experience through empathy, professionalism, and responsiveness.QSC is owned by Acuity Inc., which is located in the United States. These companies share a global recruitment system on which the data you provide will be stored, and which will be subject to the laws of the United States of America. The range for this position is $42,900.00 to $92,200.00 USD. Placement within this range may vary, depending on the applicant's experience and geographic location. Acuity offers generous benefits including health care, dental coverage, vision plans, 401K benefits, and commissions/incentive compensation depending on role.