Customer care specialist sr. - latam & canada

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 and includes travel as part of the responsibilities.

Job Summary

The Customer Care Specialist Sr. - LATAM & Canada delivers end-to-end customer support and order management across Latin America and Canada. Serving as the regional specialist and primary liaison among customers, partners, Sales, Logistics, Freight Forwarders, and internal cross-functional teams, this position manages international order execution, customer inquiries, escalations, RMAs, export documentation, backlog priorities, and regional compliance requirements. The role drives accurate order processing, operational visibility, data integrity, and a consistently strong customer experience while proactively identifying compliance risks and escalating policy exceptions or legal questions as appropriate. Success requires sound judgment, initiative, cross-functional influence, continuous improvement, and a proactive, customer-first mindset.

Key Tasks & Responsibilities (Essential Functions)

Customer Support, Partner Management & Service Delivery

• Serve as the primary Customer Care liaison for partners, customers, and Sales across LATAM and Canada, using proactive, clear, and culturally effective communication to build trust and set expectations.
• Manage customer and partner inquiries, case queues, emails, service-level commitments, escalations, and RMAs from intake through resolution.
• Support pricing, product identification, availability, order status, invoicing, credits, shipment tracking, quotes, Salesforce CPQ updates, and QBR-related needs.
• Capture and share Voice-of-Customer insights and proactively resolve issues while appropriately escalating compliance risks, policy exceptions, or legal questions.

International Order Execution & Operational Visibility

• Execute accurate international order entry and manage orders end-to-end, following established SOPs for exceptions, changes, returns, and documentation requirements.
• Manage the regional backlog, prioritize order execution, communicate delays, and provide clear visibility into order status, backlog health, and conversion metrics.
• Maintain accurate customer, partner, order, and transactional data across Oracle ERP, Salesforce/CPQ, and related systems.
• Operate independently as the regional specialist, applying sound judgment and urgency to complex order, customer, and documentation issues.

Trade Compliance & International Logistics

• Ensure export and customs documentation is complete and accurate, including documentation supporting LATAM and Canada requirements.
• Apply QSC-defined trade compliance procedures involving Incoterms, export controls, TAA, licensing, regulatory requirements, Canada customs and tax documentation, and relevant LATAM requirements such as NCM and CFDI.
• Coordinate with Logistics, Credit, Planning, Freight Forwarders, Sales, and other stakeholders to address international shipping, customs, credit, planning, and compliance issues.
• Identify documentation discrepancies or compliance risks and escalate conflicting information, policy exceptions, and legal questions to the Sr. Manager, Customer Care as appropriate.

Process Improvement, Reporting & Team Engagement

• Develop and maintain SOPs, job aids, and process documentation that promote consistency, compliance, and scalability.
• Use Microsoft 365 and Power BI to monitor regional order volume, support dashboards, provide operational reporting, and communicate performance insights.
• Lead or contribute to cross-functional initiatives, including automation, backlog optimization, quote accuracy, and customer experience improvements.
• Participate in team routines and required training while modeling accountability, ownership, collaboration, and a customer-first mindset.
• Demonstrate leadership through influence and mentoring; this is an individual-contributor position with no direct reports or formal team-lead responsibility.

Skills and Minimum Experience Required

• Bachelor's degree in Business Management, International Business, Supply Chain, or a related field, or equivalent work experience.
• 5+ years of experience in customer service, order management, export operations, or a related area.
• Advanced proficiency with Oracle ERP and Salesforce/CPQ.
• Microsoft 365 proficiency and Power BI familiarity for dashboards, operational reporting, and performance insights.
• Strong knowledge of international import/export logistics, trade compliance, export controls, customs documentation, Incoterms, and partner channel models.
• Understanding of LATAM and Canada import/export requirements and documentation, including NCM and CFDI.
• Demonstrated ability to manage strategic accounts, complex customer issues, competing priorities, and cross-functional dependencies.
• Strong analytical, problem-solving, decision-making, communication, de-escalation, prioritization, and time-management skills.
• High attention to detail, follow-through, initiative, and the ability to work autonomously in a complex regulatory environment.
• Fluent English communication skills, with the ability to communicate clearly and professionally across cultures.

Preferred Skills and Experience

• Direct experience supporting customers or partners in Latin America and Canada.
• Spanish strongly preferred; French language skills are an asset.
• Experience in sales operations, manufacturing, or distribution environments.
• Experience developing regional reporting, SOPs, job aids, or process improvements.
• Experience supporting export compliance, international logistics, strategic accounts, or partner channel operations.

Physical Requirements

Light work

Travel Requirements

1-20%

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.

Salary Range

The range for this position is $48,000 to $94,000. 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.

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 Inc. 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 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.