Customer Service Manager
- Permanent
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. Visit us at .
Job Summary
The Customer Service Manager provides operational leadership for the Americas Customer Service function, ensuring consistent, accurate, and timely order management and customer support that clients can rely on and trust. This role turns Customer Experience priorities into operational execution, drives team performance through people leadership, and partners cross-functionally to continuously improve service outcomes in a fast-paced, evolving environment.
Key Responsibilities
Operational Performance & Accountability
- Be accountable for the 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.
- Ensure appropriate capacity planning, workload balance, and escalation paths.
Leadership & People Management
- Lead, coach, and develop associates through regular one-on-ones and ongoing development discussions.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Support onboarding effectiveness and talent development aligned with operational needs.
Process & Continuous Improvement
- Identify recurring order issues, inefficiencies, and manual touchpoints, and drive process improvements.
- Ensure Customer Service SOPs, workflows, and communication standards are documented, maintained, and consistently applied.
- Support system and workflow enhancements that improve accuracy, automation, and turnaround time.
- Participate in process and system pilots, helping shape improvements and supporting adoption.
Cross-Functional Collaboration
- Act as the operational liaison between Customer Service and Sales, Finance, Operations, Logistics, and CX Enablement.
- Partner cross-functionally to ensure clean order flow, proactive issue resolution, and consistent customer communication.
- Provide actionable feedback on recurring challenges, customer requirements, and service improvement opportunities.
Minimum 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.
Preferred Requirements
- Experience working with ERP systems and eCommerce platforms.
- Exposure to cross-border order processing, tax, credit, or export documentation.
- Experience with AI, automation, or analytics tools to optimize customer service processes.
- Bilingual in English and French or any additional language skills (preferred).
Travel Requirements
0-25%
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.
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, select option 4. Please clearly indicate what type of accommodation you are requesting and for what requisition.
Any unsolicited resumes sent to Acuity Inc. from a third party, such as an Agency recruiter, including unsolicited resumes sent to an Acuity Inc. mailing address, fax machine or email address, directly to Acuity Inc. employees, or to Acuity Inc. resume database will be considered Acuity Inc. property. Acuity Inc. will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.
Knowledge of French is required for positions permanently located in Quebec so incumbents can communicate with their colleagues and suppliers in Quebec as necessary. French-language training is offered to all incumbents in permanent positions in Quebec who do not have a good knowledge of French.
Acuity Inc. 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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