Customer service specialist

Keyline Industries, a family-owned business with 2 production plants in Veneto, 9 subsidiaries in 3 continents and more than 200 collaborators, with a centralized R&D hub of 40 people.

Keyline Industries is a leading manufacturer of keys, key cutting machines and transponders. In addition, Keyline Industries is a unique manufacturer of Industrial automated machines for the security industry and home & building automation – through the brands ACS and Allmatic.

POSITION TITLE: Technical & Customer Support Specialist (TCSR)

REPORTS TO: Director, Customer Operations

DIRECT REPORTS: None

FLSA STATUS: Non-Exempt / Full Time

LOCATION: North Olmsted, OH



POSITION SUMMARY:

The Customer Support Representative's (CSR's) role is to act as a primary point of technical and non-technical customer support. The CSR will resolve inquiries efficiently and effectively to find customer centric solutions that support the full sales cycle including pre and post sales questions and activities related to the processing, and billing of orders.

Non-technical activities include but are not limited to: order processing, billing, tracking, delivery, credit, and expediting.

Technical activities include but are not limited to: providing product information, explaining features and benefits, assistance with: assembly, set up, operation, application and repair of products and services sold and/or provided by the company.

KEY ACCOUNTABILITIES / RESPONSIBILITIES:

The CSR will provide and deliver outstanding customer service that supports the growth of the Keyline business. As the front line for customer engagement, their primary role is to deliver against the Keyline Brand promise.

• Receive, track, and respond to inquiries from customers, prospects, and others in a timely and positive manner. Find solutions that work for customers and ensure that relevant feedback is proactively provided to management in order to identify potential issues before they become large problems.
• Handle orders by engaging in such activities as receiving, interpreting, pricing, processing, invoicing, shipping, and tracking of orders.
• Provide 1st level technical assistance for customers. Escalate more complex technical requests to Repair techs to ensure customer needs are met.
• Assist and provide backup for various warehouse activities including making keys, picking, packing, shipping, and inventory related activities.
• Oversee the pickup and delivery of mail and packages to and from the post office. Sort, route and distribute incoming mail.
• Engage with internal customers, including the parent company and sister division, in support of broader organizational objectives.
• Navigate internal and external customer requests and demands efficiently to ensure they are met.
• Ensure data accuracy in SAP and Salesforce to maintain integrity of records.
• Provide ad-hoc support if requested by the Leadership Team or others.
• Uphold Keyline standards, policies, and procedures to achieve results.
  
  

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties, or responsibilities that are required of the employee for this role. Duties, responsibilities, and activities may change at any time with or without notice.

EDUCATION / EXPERIENCE / ENVIRONMENT:

Note: A combination of education and experience outside of the standards below may also be considered.

• MINIMUM FORMAL EDUCATION:
  
  

Type of Education (or Major) Required: High school diploma

• MINIMUM EXPERIENCE: 2 years
  
  

Type of Experience Preferred: Customer service experience working with other organizations required.

• PHYSICAL DEMANDS / WORK ENVIRONMENT:
  
  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee may be required to stand, stoop, kneel, crouch, crawl, talk, and/or hear. The employee must be able to lift or move up to 50 pounds.

REQUIRED KNOWLEDGE / SKILLS:

• Strong interpersonal skills and a proven ability to engage with internal and external customers.
• Works well with others and pitches in to ensure the team meets its objectives.
• Naturally curious and willing to find solutions and more effective ways of working. Is compliant with company policies yet still able to improve upon best practices. Seeks out Management approval before changing any processes to ensure there are no unintended consequences.
• Is a positive Brand Ambassador, who recognizes that their professional conduct reflects the Keyline USA Brand and Business. Understands the business and can answer product questions when asked.
• Has an ability to work effectively and independently, supporting conflicting priorities and deadlines.
• Possesses an entrepreneurial spirit with a desire to support and grow the business.
• Understands the expectations set out in the Employee Handbook and Code of Conduct and performs their job in support of those standards.
• Can be counted on to be reliable, punctual, and productive while working to the best of their abilities.
• Demonstrates a strong attention to detail and consistently delivers high quality work.
• Able to manage their time effectively and ensure work is done efficiently regardless of sales / business fluctuations.
• Maintains a Safety-first mindset when working.
• Computer proficiency is required: experience with SAP and UPS WorldShip is preferred.
• Comfortable working with changing priorities and performing other duties as assigned, without formal notice.
  
  

Keyline Industries provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Keyline Industries complies with applicable regional and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.