Customer Support Specialist

ASSA ABLOY Customer Service Representative

At ASSA ABLOY, our mission is to make securely accessing the things in your life noticeably easier, without being noticeable. Our global teams work together to create products and services that add everyday simplicity and convenience to our users' lives. With the ability to control access to what they love the most, we're able to provide peace of mind through safety and visibility.

We are expanding our Customer Service team and are seeking a customer-focused professional who will serve as an external liaison for Distributors, Wholesale Channels, Architects, Door Security Sales professionals, and Contractors. This role is responsible for providing front-line support, proactive follow-up, and timely resolution of customer inquiries to ensure high levels of satisfaction and long-term success for our valued customers.

The Customer Service Representative will collaborate closely with both external partners and internal teamsincluding profit centers, engineering, order entry, shipping, and financeto support customer requirements at all levels. This position requires accurate and timely follow-through on all order-related issues and a strong commitment to service excellence.

This role reports to the Customer Service Manager based in New Haven, CT.

What You Will Be Doing

• Provide guidance and support to customers within assigned territories and assist outside assigned territories as needed.
• Research and respond to inquiries related to pricing, order status, product availability, and shipping details.
• Process Customer Complaint Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours of receipt to ensure replacement product is shipped within five days.
• Resolve all Delivery Order Number (DON) inquiries related to customer orders in accordance with the five-day resolution policy.
• Review and utilize customer-specific information as required.
• Exercise sound judgment to balance customer satisfaction with company policies and procedures.
• Continuously evaluate processes and identify opportunities for improvement to enhance customer experience, as measured by Net Promoter Score (NPS).
• Ensure compliance with all corporate policies and departmental procedures.
• Utilize the Customer Relationship Management (CRM) system as applicable.
• Maintain current knowledge of products and participate in required product training and customer service development sessions.
• Collaborate with team members, including order processors, to reduce RGAs and credits caused by internal errors.
• Demonstrate high standards of professionalism at all times, including adherence to the Code of Conduct.
• Perform additional duties as assigned.

What We Are Looking For

• Minimum of 5+ years of customer service experience in a manufacturing environment, or equivalent work experience; Bachelor's degree preferred.
• Strong analytical and problem-solving skills with excellent attention to detail and a high level of accuracy.
• Exceptional interpersonal and communication skills.
• Excellent written communication skills, including spelling and grammar, due to a high volume of email and chat correspondence.
• Proven ability to deliver outstanding customer experience through consistent engagement, subject matter expertise, and operational excellence.
• Strong computer proficiency, including Outlook, Excel, and Word; experience with JDE is a plus.
• Team-oriented professional who thrives in a fast-paced, diverse environment while managing multiple applications simultaneously.

We review applications regularly, so don't hesitate, apply today!