Customer Service Support Specialist

 

At ASSA ABLOY, our global teams collaborate seamlessly to craft products and services that integrate into our users’ lives, simplifying their everyday routines and enhancing convenience. By empowering users to control access, we provide unparalleled peace of mind through enhancing safety and visibility.

 

As the Customer Service Support Specialist, you will be the primary point of contact for Distributors, Wholesale Channels and DSS Sales Teams. Your role is essential in ensuring the success and satisfaction of our valued customers by providing exceptional front-line support, proactive follow-up, and effective resolution of inquiries. You will collaborate closely with internal teams—including engineering, order entry, shipping, finance, and profit centers—to meet and exceed customer requirements. Additionally, you will support the Manager of Customer Service as needed, contributing to the overall success of our department.

 

This position will be onsite in New Haven, CT full-time reporting to the Customer Service Manager.

 

What you will be doing

 

• Serve as the primary contact for customers within and beyond your assigned territory, offering expert guidance and assistance.
• Respond promptly and accurately to inquiries regarding pricing, order status, product availability, and shipping details.
• Process Customer Change Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours, ensuring timely shipment of replacement products.
• Resolve Discrepancy of Notice (DON) issues related to customer orders within a 5-day policy.
• Utilize our internal systems, including Connect and CRM databases, to access customer-specific information and maintain accurate records.
• Make informed decisions that balance company policies with customer satisfaction.
• Continuously assess and identify opportunities for process improvements to enhance the customer experience, as reflected in our Net Promoter Score (NPS).
• Adhere strictly to corporate policies and procedures across all department functions.
• Stay updated on our product offerings and participate in ongoing training to sharpen your customer service skills.
• Collaborate with team members to minimize errors leading to Return Good Authorizations (RGAs) and credits, thereby improving departmental efficiency.
• Uphold the highest standards of professional conduct, including adherence to our Code of Conduct.
• Perform additional duties as assigned to support departmental and company goals.

 

What we are looking for

• Must have a minimum of 4+ years of customer service experience in a manufacturing environment is required to be considered for this position.
• Strong analytical and problem-solving skills, with a meticulous attention to detail and commitment to accuracy.
• Demonstrated experience in working with Enterprise Resource Planning (ERP) system.
• Exceptional interpersonal and communication abilities, both written and verbal, with a focus on delivering a superior customer