Customer Service Representative [UDHG]

Unified Door & Hardware Group (UDHG), a Foundation Building Materials company, is a premier distributor and solutions provider for the commercial door and hardware industry across North America. With a focus on quality, service, and expertise, UDHG partners with contractors, builders, and architects to deliver comprehensive door, frame, and hardware solutions for a wide range of projects. Headquartered in New Jersey, UDHG operates with a strong presence across the United States, supported by a team of dedicated professionals. Our Core Values of Safety, Customer Commitment, Teamwork, Integrity, and Excellence serve as the foundation of our success, driving superior service and trusted partnerships throughout the industry.

UDHG Benefits

• A friendly and supportive work environment
• Competitive pay and incentives
• For full-time employees, benefits include Medical, Dental, Vision, Life, Disability, and 401(k) plans.
• Career growth opportunities

Position Overview:
The Customer Support and Master Key Systems Specialist is responsible for delivering outstanding customer service and operational support throughout the lifecycle of our projects. This role plays a vital part in addressing customer concerns, enhancing operational efficiency, and ensuring high-quality outcomes for every project. Additionally, this position includes oversight of our in-house lock shop and serving as the company’s Master Key systems expert.

Key Responsibilities:

• Provide exceptional service by promptly addressing customer concerns, resolving shipping issues, and managing defective or missing products.
• Work closely with project management, counter sales, and warehouse teams to identify effective solutions and ensure successful project outcomes.
• Conduct on-site visits to uphold quality control standards and strengthen customer relationships.
• Coordinate hardware requirements to meet project specifications and ensure timely delivery.
• Serve as the in-house expert on Master Key systems, offering design, production, and servicing for lockable hardware systems.
• Collaborate with customers and project teams to develop and fulfill keying specifications that meet their unique needs.
• Responsible for the operations of the in-house lock shop, overseeing production and ensuring top-tier quality.
• Provide post-project support to customers to ensure continued satisfaction after substantial completion.
• Contribute to process improvements to enhance shipping timelines and overall project efficiency.
• Act as a key resource for solving complex challenges that arise during the course of projects.
• Support team members across departments to achieve operational goals and maintain high customer satisfaction.

Knowledge Skills & Abilities

• Proven experience in customer service, project coordination, or related fields.
• Expertise in Master Key systems design, production, and servicing is highly preferred.
• Strong organizational and problem-solving skills, with the ability to manage multiple tasks effectively.
• Excellent communication and interpersonal skills to build and maintain strong customer relationships.
• Experience with quality control and operational processes in a warehouse or project environment is a plus.
• Technical knowledge of lockable hardware systems is desirable.
• In-depth understanding of Master Key systems, including design, production, and servicing.
• Familiarity with lockable hardware systems and their applications in commercial construction projects.
• Working knowledge of quality control principles and customer service best practices.
• Understanding of project lifecycle management, including key milestones such as hardware coordination and substantial completion.
• Problem-Solving: Strong ability to identify and resolve customer issues efficiently while maintaining a focus on operational and project objectives.
• Communication: Excellent verbal and written communication skills, with the ability to effectively convey complex technical concepts to diverse audiences.
• Organizational: Highly organized with strong attention to detail, capable of managing multiple priorities and deadlines.
• Technical Proficiency: Proficient in the use of project management and inventory management software; familiarity with lock shop tools and equipment is a plus.
• Customer Service: Strong ability to build and maintain positive customer relationships, ensuring satisfaction and repeat business.
• Collaborate effectively with cross-functional teams, including project management, warehouse staff, and sales associates.
• Adapt to changing priorities and customer needs in a fast-paced environment.
• Maintain a customer-centric approach while ensuring adherence to project specifications and quality standards.
• Provide technical expertise and guidance to customers and internal teams on Master Key systems and hardware solutions.
• Analyze project challenges and implement actionable solutions to achieve successful outcomes.

Requirements

• After receipt of conditional offer of employment, must be able to pass drug screen/physical/background check.

Unified Door & Hardware Group, a Foundation Building Materials company, is committed to providing equal employment opportunities to all individuals, including those with disabilities. In accordance with the Americans with Disabilities Act (ADA) and applicable state and local laws, we ensure reasonable accommodations are provided to enable qualified individuals with disabilities to perform the essential functions of their job. If you require an accommodation during the application process or while employed, please contact Human Resources for assistance.
Unified Door & Hardware Group, a Foundation Building Materials company, is an Equal opportunity Employer. We value diversity and inclusion and are dedicated to creating a workplace where all employees feel respected and empowered. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability status, genetics, veteran status, or any other characteristic protected by federal, state, or local law.