Partner Care Specialist - open to anywhere in US

QSC 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. Visit us at www.acuityinc.com .

Work location:

• This position may be based anywhere in the United States

Job Summary

The Customer Care Specialist II delivers outstanding service to Q-SYS partners, customers, and internal sales teams by executing order entry, managing partner communications, and maintaining data accuracy throughout the order-to-cash cycle. As the front line of Q-SYS's customer-obsessed culture, the Customer Care Specialist II ensures that every partner interaction is handled with speed, professionalism, and precision.

This role builds foundational expertise in order management, cross-functional collaboration, and systems navigation — including Oracle ERP, Salesforce/CPQ, Power BI, and Five9. The Customer Care Specialist II acts as a liaison between the partner/customer and the company, delivering exceptional service to the internal Sales team, Q-SYS partners, and end customers. The successful candidate manages multiple concurrent tasks with urgency and accuracy, and is committed to building trusted relationships with the Sales team, partners, and clients. This role forms the development foundation for growth into Customer Care Senior Specialist and beyond.

Key Tasks & Responsibilities (Essential Functions)

Customer Support & General Requirements

• Monitor assigned case and email queues; meet or exceed department SLAs consistently.

• Provide accurate information regarding order status, product availability, tracking, RMAs, and credits.

• Answer or return calls promptly; ensure clear, positive communication with customers and Sales.

• Maintain accurate partner data in Oracle and Salesforce (addresses, contacts, freight preferences, etc.).

• Set customer expectations proactively and consistently throughout the order lifecycle.

• Work directly with partners/customers on Purchase Order requirements, compliance documentation, and order discrepancies.

• Identify products and services by item number/name, pricing, availability, replacement suggestions, sub-parts, tracking numbers, invoices, credits, and RMAs.

Order Management & Backlog Management

• 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.

• Participate in cross-territory coverage rotation as assigned to build cross-pod fluency.

• As needed, support domestic and international customer requirements, including export and commercial documentation.

• Process repair orders and spare parts orders in addition to standard purchase orders.

Sales Support & Quote Management

• Act as the outside Sales rep’s single point of contact to internal business departments.

• 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 and Supervisor.

• Participate in regional QBRs for key accounts; coordinate with Sales team on agenda, content, and support requirements.

Team Engagement & Continuous Learning

• Participate in team huddles, training sessions, and required corporate courses (AmplifyU, compliance).

• Collaborate with Customer Care Senior Specialists and Supervisors to learn complex processes, order types, and system workflows.

• Develop familiarity with operational reporting tools, including Power BI dashboards, to track order volume and performance trends.

• Contribute ideas for process improvement and support departmental initiatives.

• Complete at least one cross-territory shadow or coverage rotation within the first 18 months to build organizational agility.

• Embody a customer-obsessed and owner’s mindset in every interaction.

Skills and Minimum Experience Required

Technical Skills

• Proficiency with Microsoft 365 (Outlook, Excel, Word, Teams).

• Basic knowledge of Oracle ERP and Salesforce for order entry and case management.

• Proficient in EDI order processing.

• Exposure to Power BI or equivalent operational dashboards preferred; willingness to develop reporting literacy required.

• Strong typing accuracy and data entry skills (≥ 98% order entry accuracy target).

Core Competencies

• Strong attention to detail and commitment to accuracy.

• Excellent written and verbal communication skills.

• Ability to prioritize and manage multiple concurrent tasks with urgency.

• Collaborative team player who values dependability and supporting others.

• Customer-obsessed mindset; approaches every interaction with care and ownership.

• Eager to learn new systems and grow into increasingly complex responsibilities.

Minimum Tenure for Customer Care Senior Specialist Promotion Consideration:

Typically 18 months in the Customer Care Specialist II role with demonstrated mastery of core order-to-cash workflows, cross-territory coverage participation, and a documented development conversation with Supervisor. Exceptional performers with documented evidence may be considered earlier.

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. For a list of our benefits, click here .

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.

Please click here (https://www.eeoc.gov/poster) and here (https://www.e-verify.gov/sites/default/files/everify/posters/IER\_RightToWorkPoster%20Eng\_Es.pdf) for more information.

Accommodation in the Application Process: Acuity Inc. is an equal opportunity employer. It complies with the Americans with Disabilities Act (ADA) and other applicable laws requiring reasonable accommodation of persons with disabilities in employment. This includes the provision of reasonable accommodation in the application process. If you believe you need reasonable accommodation to assist with our online application system or any aspect of the application process, please contact Human Resources at (770) 922-9000, and select option 4.  Please be prepared to identify the requisition / position applied for and the aspect of the application process for which you believe accommodation is needed. The company will engage in an interactive process with you to better understand the request and to determine whether reasonable accommodation is needed and available.

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.

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.

E-Verify Participation Poster (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf)

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