The Job

Customer Service Representative

Retail & Consumer Services · Customer Service · Customer Support

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In short

This role provides customer service backup and manages key relationships, working with various internal teams to fulfill customer requirements. Responsibilities include responding to inquiries, processing orders, managing delays, and driving process improvements. The ideal candidate will have a B.S. degree or equivalent experience, strong communication and problem-solving skills, and proficiency with computer applications.

Responsibilities

  • Provide thorough, accurate, and sincere guidance to customers.
  • Research and respond to inquiries regarding pricing, order status, product availability, and shipping information.
  • Process all shortage/replacements within 24 hours of receipt.
  • Utilize JD Edwards ERP and in-house software tools to address customer inquiries.
  • Manage the delayed order notification (DON) process, communicating with customers and ensuring timely order updates.
  • Make sound decisions balancing company policy and customer benefit.
  • Evaluate and identify opportunities for process improvements to enhance customer experience.
  • Manage customer communications through various platforms including CRM/SalesForce, Comet, DFIS, Outlook, and ShoreTel.
  • Collaborate with team members to reduce returns and credits due to internal errors.
  • Assist in order entry through the CCF system as required.
  • Maintain high standards of professional conduct.
  • Perform other duties as assigned.

Requirements

  • B.S. Degree, or equivalent practical customer-facing experience.
  • Experience in a B2B / manufacturing environment is a plus.
  • Effective team player, works well in a diverse work environment.
  • Very strong interpersonal & communication skills.
  • Very strong decision making and problem-solving skills.
  • Ability to multi-task in a fast-paced environment.
  • Ability to juggle many issues simultaneously.
  • Must be able to work as part of a team.
  • Ability to master multiple computer applications/systems/software.
  • Skilled with Microsoft Windows and Office products.
  • Must be able to work in the Berlin, CT office full-time.
  • Ability to travel (infrequent).

Benefits

  • Competitive Salary
  • Paid Vacation, Sick Time, and paid Company Holidays
  • Medical, Dental, Vision, 401(k), Short and Long-term Disability, Life and AD&D Insurance
  • Tuition Reimbursement, Learning and Career Development opportunities
  • Flexible Spending
  • Employee Assistance Program
  • Discount portal
  • Recognition, well-being, and employee experience programs
#Customer Service#Customer Support#B2B#Manufacturing#Call Center
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Company

ASSA ABLOY Group

Job Posted

4 hours ago

Expires

in 1 month

Employment Type

Full Time

WorkMode

On Site

Experience Level

Associate

Locations

Berlin, United States

Qualification

Bachelor, No Formal Education

Applicants

Be an early applicant