Customer Advocate at ASSA ABLOY Group

ASSA ABLOY Group; Galway; On-site; EUR 35,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Benefits and annual leave

Inclusive culture

Career development opportunities

Job summary

HID Global is seeking a Customer Advocate to join our Customer Success team in Galway. You will build strong relationships with customers in your region, support Regional Sales Managers, Inside Sales, and Order Management to deliver an exceptional order experience.

You will maintain CRM data in Salesforce.com, understand HID PACS products, and resolve customer queries by phone and email. A collaborative, proactive approach is essential.

Qualifications

• Must have a passion to make customer satisfaction a top priority.
• Self-starter with the ability to work with limited supervision.
• Ability to multitask while maintaining high quality and accuracy.
• Strong teamwork skills and willingness to collaborate across departments.
• Clear and effective communication with customers by phone and in writing.

Responsibilities

• Build and maintain excellent relationships with customers internal and external.
• Ensure customer information is accurate in the CRM Salesforce.com.
• Ensure eBS Oracle is set with accurate defaults for dedicated customer accounts.
• Develop knowledge of HID PACS products and attend trainings as required.
• Handle customer inquiries by phone and email via SF.com case management.
• Coordinate with other departments to expedite and resolve orders and issues.

Skills

Customer relationship

Salesforce CRM

Order management

Communication

Tools

Salesforce.com

Oracle eBS

Job description

Location: Galway, Ireland Job ID: 51328

HID Global is seeking a new team member to join our growing Customer Success team. If you like to work within a fast-paced environment, ensuring that customers get the support they need, through all phases of their ordering experience, this is the role for you.

You will be responsible for building and maintaining relationships with all the customers in your assigned region. You will collaborate with and support Regional Sales Managers, Inside Sales teams and the Order Management team within the region to provide an exceptional customer experience.

Who are we?

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Physical Access Control Solutions (PACS): HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference? Join us and help shape the future of security.

As our Customer Advocate, you’ll support HID’s success by:

• Build and maintain an excellent relationship with customers both internal and external.
• Ensure customer information is accurate in the CRM Salesforce.com.
• Ensure eBS Oracle is set with accurate defaults for your dedicated customer accounts.
• Build your knowledge of HID PACS products; attend training as required.
• Deal with customer queries by phone and email via SF.com case management, escalating any persisting challenges to the CS Manager/Snr Advocate/Sales Manager/Pre-sales as appropriate.
• Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate.
• Coordinate with other departments to expedite / resolve customer orders, issues and concerns.
• Ability to learn complex systems \& processes.
• Log all communication with customers on the CRM SF.com.
• Be proactive – call the customers to inform them of any changes relating to their orders as advised by Production Control and/or Order Fulfilment Manager.
• Resolve pre-booking holds with customers and internal stakeholders (issues preventing the booking of orders); escalating any persisting challenges to the Customer Service Manager/Senior Advocate or Regional Sales Manager/ Pre-sales as appropriate.
• Coordinate with other departments to expedite / resolve customer orders, issues and concerns.
• Ability to learn complex systems \& processes.
• Log all communication with customers on the CRM SF.com.

Education/ or Experience

• Must have a passion to make customer satisfaction their highest priority.
• Must be a self-starter who can work with limited supervision but who will escal…
• Must have the ability to perform multiple tasks simultaneously to a high degree of quality/accuracy and be capable of consistently achieving team/department goals and SLAs.
• Must be a solid team player and seek to resolve customer issues interdependently with other areas of the company as needed.
• Must have the ability to clearly and effectively communicate with customers by telephone and in written communication.
• Must have attention to detail skills and be diligent in terms of follow-up and completion to the satisfaction of our customers.

What we can offer you:

• Competitive salary and rewards package.
• Competitive benefits and annual leave offering, allowing for work-life balance.
• A vibrant, welcoming & inclusive culture.
• Extensive career development opportunities and resources to maximize your potential.
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds.

Why apply?

Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes.

Innovation: You embrace challenges and want to drive change. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.

Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic.

Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity.

If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact [e-mail].

Immigration Sponsorship Not Available

Applicants for this position must be currently and legally authorized to reside and work in the hiring country. HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position. International relocation or remote work arrangements outside of the hiring country will not be considered.

At times, HID may use AI-assisted technology to help our Talent Acquisition team review applications by identifying job-related qualifications, skills, and experience in résumés and comparing them with the requirements of the role. The technology supports recruiter review but does not make hiring decisions. A member of our Talent Acquisition team reviews each application before any selection decision is made. Information processed by the tool is deleted once the recruiter's review is complete.

We make it easier for people to get where they want to go! On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. 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.

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