Customer Account Representative

Title: Customer Account Representative

Department: Sales Support

Reports To: Manager of Customer Excellence

Location: Rochester, NY

Classification: Non-Exempt, Full-Time

Annual Salary: $50,000-$52,000

Position Summary

The Customer Account Representative (CAR) is responsible for building and maintaining successful relationships with key business accounts. Candidates must have superior communication and relationship-building skills, genuine care for quality of service, and an ability to generate meaningful reports for customers as well as corporate management.

The CAR is the first point of customer contact for general inquiries such as pricing, products, order status, shipping discrepancies, etc. and will work closely with Engineering, Supply Chain, and Sales teams to increase efficiency in operational procedures. The goal is to build and maintain business relationships with customers by providing prompt and accurate service to promote customer loyalty and abide by our core values of Empowerment, Innovation, and Integrity.

Essential Job Functions

• Enter orders which requires a basic understanding of product and stocking locations by customer - Accuracy is key
• Resolve e-mail and phone inquiries regarding Order Status, Product and Pricing for Customers and Sales
• Expedite orders, working with various internal departments to ensure product availability and timely shipment
• Initiate debits/credits resulting from customer feedback; this involves researching and understanding the problem and taking appropriate action; follow-up on Return Good Authorizations
• Log all Quality Issues
• Work with various internal departments on customer issues and needs (Billing, Credit, Shipping, Planning, Purchasing, etc.)
• Partner with sales reps to act as a true Fenestration Solutions Experts

• Work with Engineering and other departments to set up new item numbers or customer cross-references
• Ensure all customer profiles are accurate and up to date
• Knowledge of International shipping requirements, including Commercial Invoices and Incoterms: Communicate with customers and freight forwarders to ensure prompt payment, order processing and shipping

Knowledge, Skills and Abilities

• Minimum 2- 5 years' customer service experience in the distribution/manufacturing industry or in a similar field.
• Analytical, with high attention to detail
• Ability to work with an ERP System, IFS experience is a plus
• Good organizational skills; ability to use dual monitors and function simultaneously in multiple systems
• Reliability - consistently adheres to scheduled times for breaks, lunch, etc. Ability to change work schedule to accommodate other team members
• Teamwork - works well with other members of the department as well as others in the company
• Ability to be resourceful and flexible as conditions change or while encountering obstacles
• Good working knowledge of Microsoft Excel
• Must be able to type a minimum of 40-50 wpm with very high accuracy

Educational & Certification

• High School Diploma required, A.S. degree preferred

About ASSA ABLOY Fenestration

ASSA ABLOY Fenestration is the result of the integration of two heritage brands-Caldwell (established 1888 in Rochester, NY) and Interlock (founded in New Zealand in 1961)-under the global ASSA ABLOY umbrella. Renowned for proprietary, high-performance hardware solutions, the company leads in window and door innovations: from advanced hung window balances and sash lock systems to multipoint, smart security and hardware for sliding, casement, awning, swing, and folding door applications. ASSA ABLOY Fenestration is committed to a culture built on empowerment, innovation, and integrity, and is supported by the extensive resources of ASSA ABLOY-over 50,000 colleagues across 70+ countries.

Company Statement

ASSA ABLOY Fenestration, LLC. is committed to the policy of Equal Employment Opportunity. This policy expressly prohibits discrimination on the bases of sex, race, color, religion, creed, national origin, age, marital status, sexual orientation, disability, genetic predisposition or carrier status, veteran status or status as a member of any other protected group or activity.


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 63,000 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, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.