What are the responsibilities and job description for the Customer Service Support Specialist position at ASSA ABLOY?

Career Opportunities : Customer Service Support Specialist (32107)

Requisition ID 32107 - Posted - Sargent Manufacturing Company - Architectural Hardware Group - USA : Connecticut (New Haven - 110 Sargent Dr) - Customer Service & Contact Center Operations - Posting Country (1) - Yes - Mid-senior level - No Travel Required

Job Description Print Preview

At ASSA ABLOY, our global teams collaborate seamlessly to craft products and services that integrate into our users lives, simplifying their everyday routines and enhancing convenience. By empowering users to control access, we provide unparalleled peace of mind through enhancing safety and visibility.

As the Customer Service Support Specialist, you will be the primary point of contact for Distributors, Wholesale Channels and DSS Sales Teams. Your role is essential in ensuring the success and satisfaction of our valued customers by providing exceptional front-line support, proactive follow-up, and effective resolution of inquiries. You will collaborate closely with internal teamsincluding engineering, order entry, shipping, finance, and profit centersto meet and exceed customer requirements. Additionally, you will support the Manager of Customer Service as needed, contributing to the overall success of our department.

This position will be onsite in New Haven, CT full-time reporting to the Customer Service Manager.

What you will be doing

Serve as the primary contact for customers within and beyond your assigned territory, offering expert guidance and assistance.

Respond promptly and accurately to inquiries regarding pricing, order status, product availability, and shipping details.

Process Customer Change Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours, ensuring timely shipment of replacement products.

Resolve Discrepancy of Notice (DON) issues related to customer orders within a 5-day policy.

Utilize our internal systems, including Connect and CRM databases, to access customer-specific information and maintain accurate records.

Make informed decisions that balance company policies with customer satisfaction.

Continuously assess and identify opportunities for process improvements to enhance the customer experience, as reflected in our Net Promoter Score (NPS).

Adhere strictly to corporate policies and procedures across all department functions.

Stay updated on our product offerings and participate in ongoing training to sharpen your customer service skills.

Collaborate with team members to minimize errors leading to Return Good Authorizations (RGAs) and credits, thereby improving departmental efficiency.

Uphold the highest standards of professional conduct, including adherence to our Code of Conduct.

Perform additional duties as assigned to support departmental and company goals.

What we are looking for

Must have a minimum of 4 years of customer service experience in a manufacturing environment is required to be considered for this position.

Strong analytical and problem-solving skills, with a meticulous attention to detail and commitment to accuracy.

Demonstrated experience in working with Enterprise Resource Planning (ERP) system.

Exceptional interpersonal and communication abilities, both written and verbal, with a focus on delivering a superior customer experience.

Demonstrated proficiency in Microsoft Outlook, Excel, and Word.

A collaborative, team-oriented mindset, thriving in a fast-paced, diverse environment where multitasking is key.

Preferred Skills

Bachelors Degree is a plus!

Experience with JDE is advantageous.

What we offer

Medical, Dental, Vision along with various plan options to choose from.

401K w. employer match and Roth IRA contribution.

Corporate Discounts.

We review applications regularly, so dont hesitate, apply today!

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 61,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces physical and virtual safer, more secure, and easier to access.

As an employer, we value results not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, its important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

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