Key Account Service Specialist

ASSA ABLOY Group; Mississauga; On-site; CAD 55,000 - 75,000; Full time

Job summary

ASSA ABLOY Group is seeking a Key Account Service Specialist to manage customer service workflows, monitor work orders from acceptance to invoiced, and act as the voice of the customer via email, phone, and monthly meetings. This role emphasizes proactive service coordination, ETA management, and accurate portal operations to maintain excellence and satisfaction.

The position involves coordinating with estimators, service teams, and dispatch, handling escalations, and maintaining compliant

Qualifications

• Responsible for managing customer service workflows from acceptance to invoiced.
• Proactive service coordination and ETA management for enterprise clients.
• Coordinate with estimators, service teams and dispatch for timely updates.

Responsibilities

• Maintain and update service portals for customer accounts, ensuring accurate data entry and timely processing of work orders and quotes.
• Act as a primary contact for clients regarding service agreements, work orders, and portal inquiries.
• Collaborate with internal teams to provide timely updates and maintain transparency.
• Back-Up for Call Intake when needed.
• Dispatching calls for SUBs when called upon.

Skills

Portal management

Customer service coordination

Escalation handling

Client communication

Data accuracy

Reporting

Tools

CRM portals

Job description

The Key Account Service Specialist is responsible for managing customer service workflows, monitoring the flow of work orders from acceptance to invoiced. Aid our client via email, phone and monthly meetings to be the Voice of the Customer and share challenges and success internally with our team, and ensuring accurate portal operations for ASSA ABLOY Entrance Systems. This role emphasizes proactive service coordination, ETA Management, and client communication to maintain operational excellence and customer satisfaction.

Key Responsibilities

• Portal Management & Service Coordination
• Maintain and update service portals for customer accounts, ensuring accurate data entry and timely processing of work orders and quotes. Acting as a gatekeeper to all KAC portals and updating each district team.
• Handle escalations and discrepancies in quoted amounts, coordinating with estimators and service teams to resolve issues.
• Track and report on portal activities for internal planning and forecasting
• Maintenance of Compliance Documents (KA & Local)
• Ensure compliance documents are updated for all KAC portals or for onboarding a new client portal, which includes COI, WSIB.
• Maintain accurate records of service agreements, quotes, and portal transactions for audit and reporting purposes.
• Customer Communication
• Act as a primary contact for clients regarding service agreements, work orders, and portal-related inquiries.
• Collaborate with internal teams (estimators, customer service, technicians and the dispatch team) to provide timely updates and maintain transparency.
• Back-Up for Call Intake
• Covering for call intake when needed or during demanding times
• Dispatching Calls for SUBs when called upon (With the assistant by the supervisor)

Daily/Weekly Reporting

• Send daily ETA, Onsite, Pending Invoice reporting for updates for the KAC customer for each district team.
• Monitor aging WO & follow-ups, No Hold, Not Invoiced by pulling out the SO report for all customers
• Maintaining & identifying invoice discrepancies for KAC
• Quarterly/Monthly /Yearly Reconciliation Report for KAC

Performance Indicators

• Accuracy and timeliness of portal updates.
• Customer satisfaction scores related to service coordination.
• Compliance with maintenance agreement terms and budgets.

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.