Customer Service Support Specialist

Logistics, Sales & Operations · Sales & Business Development · Customer Success · Sales Support · Office Administration

In short

ASSA ABLOY is looking for a Customer Service Support Specialist to provide front-line support, follow-up, and assist with resolutions for distributors, wholesale channels, architects, sales, and contractors. This role is responsible for managing customer inquiries, processing complaints and returns, and ensuring customer satisfaction while adhering to company policies and procedures.

Responsibilities

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.

Requirements

Minimum of 5+ years of customer service experience in a manufacturing environment, or equivalent work experience.
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.

Desired Qualifications

Bachelor’s degree preferred

Benefits

Paid time off, including sick and vacation days
13 paid holidays
Job-protected leave benefits in accordance with applicable law
Medical, dental, vision, and life insurance
Health and flexible savings account subject to eligibility requirements
401(k) plan with employer contributions and matching subject to plan eligibility
Supplemental life insurance
Short-term and long-term disability benefits
Employee discounts

Skills

Customer Relationship Management (CRM)Microsoft OutlookMicrosoft ExcelMicrosoft WordJDE

#Customer Service#Support#Specialist#ASSA ABLOY#New Haven#Connecticut#United States

About ASSA ABLOY Group

Let’s create a safer and more open world – together! ASSA ABLOY is the global leader in access solutions with sales of SEK 121 billion and 52,000 employees. The Group has operations in over 70 countries and sales worldwide. ASSA ABLOY’s innovations enable safe, secure and convenient access to physical and digital places. Every day, we help billions of people experience a more open world. We have a feeling of discovery and urge to innovate by working together and telling it like it is, enabling us to be always growing, never boring and leading right. Do you want to be encouraged to act, have…

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