Customer Service Representative

The Customer Service Representative provides critical customer service backup coverage to multiple brands, while also managing key customer and factory relationships. Work with the sales organization, profit centers, technical support, order entry, shipping, and finance teams to support all levels of customer requirements.  Provide timely and accurate follow-through on all order-related issues. Support Manager of Customer Service as required.

This position will be performed onsite Monday-Friday at our Berlin, CT office. 

What you will be doing:

• Provide thorough, accurate and sincere guidance to customers.
• Research & respond to inquiries regarding pricing, order status, product availability and shipping information within a timely fashion.
• Process all shortage/replacements within 24 hours of receipt to ensure rapid shipment of product.  
• Utilize JD Edwards ERP alongside multiple in-house software tools to address all customer inquiries.
• Manage the delayed order notification (DON) process communicating directly with customers and ensuring orders are updated in a timely fashion.
• Make sound decisions that maintain a balance between company policy and customer benefit.
• Continuously evaluate and identify opportunities to drive process improvements that positively influence the customer experience as measured by our Net Promoter Score.
• Manage customer communications through various platforms: CRM/SalesForce, Comet, DFIS, Outlook, ShoreTel and more.
• Work with team members (including order processors) to reduce the number of returns and credits due to internal errors.
• Assist in the entry of orders through the CCF system as required.
• Display high standards of professional conduct at all times.
• Perform other duties as assigned and warranted.

What we are looking for:

• B.S. Degree, or equivalent practical customer-facing experience (work in 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, able to juggle many issues simultaneously, and 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.
• Ability to travel (infrequent)

What we Offer!

The hourly rate for this position is $34-37. The final pay rate offered to the successful candidate will depend on experience, skill level, and other qualifications for the role.  Benefits and additional compensation offered for this position are

• Paid time off, including sick and vacation days
• 14 paid holidays  (may adjust slightly in future years based on how holiday shutdown schedule falls) 
• Job-protected leave benefits in accordance with applicable law
• Medical, dental, vision, and life insurance
• Health and flexible savings accounts 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

All benefits and additional compensation are governed by applicable Company policies and plans as they currently exist and may be amended in the future.

We are an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

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.