Associate II, Customer and Branch Operations

Controlled Products Systems Group, Inc.; Charlotte (NC); On-site; USD 26,000 - 40,000; Full time

Benefits offered by this job

Comprehensive benefits package

401k contribution

Short-term incentive plan

Job summary

Controlled Products Systems Group (CPSG) is a nationwide distributor of access control equipment, seeking a Customer Service Associate to maintain daily communication with customers and process orders efficiently. The role requires strong problem-solving and organizational skills, with emphasis on safety and teamwork.

The position offers competitive pay, comprehensive benefits, and opportunities for growth within a respected network under Chamberlain Group.

Qualifications

• Demonstrated customer service experience in a fast-paced environment.
• Strong communication and problem-solving abilities.
• Ability to manage multiple tasks and stay organized.
• Proactive in following up with customers and internal teams.
• Safety-conscious with attention to process and policy.

Responsibilities

• Maintain heavy daily telephone contact with external and internal customers regarding product information, needs and availability.
• Enter orders into the systems and expedite them per established processes.
• Respond to customer requests to ensure the highest level of service.
• Follow up on open orders and relay shipping information to customers.
• Utilize CRM to initiate/process cases and generate reports.
• Handle customer claims and disputes and route inquiries to the correct branch.

Skills

Customer service

Communication

Problem solving

Teamwork

Safety awareness

Education

High school diploma/GED

Tools

CRM software

Forklift operation

MS Office/Excel

Job description

Controlled Products Systems Group (CPSG), an affiliate of Chamberlain Group, is a one-stop distributor of access control and perimeter security products for professional dealers and installers across residential, commercial, and industrial markets. With a personal approach to business, our employees—whether in one of our branches nationwide or at our corporate office—are committed to serving our customers and supplier partners with dedication and expertise.

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster® and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ® app daily. Chamberlain Group also includes Systems, LLC, a leading manufacturer of loading dock equipment for over 60 years, and Controlled Products Systems Group, a leading wholesale distributor of access control equipment in the U.S.

Essential Duties and Responsibilities:

• Maintain heavy daily telephone contact with external and internal customers regarding product information, needs and availability, etc.
• Enter orders into the systems, and expedites them according to established processes and procedures
• Respond to customer requests in order to ensure highest level of customer service
• Follow-up with customers regarding the status of their open orders and relay shipping information
• Utilize CRM solutions to initiate and process customer cases, and create and maintain reports
• Initiate and process customer claims and disputes
• Distribute customer email inquiries to the appropriate branch personnel
• Perform assigned tasks utilizing standard work and policies in order to ensure highest levels of safety and quality, including ensuring clean and safe working environment
• Assist with inventory tracking, maintenance and overall restocking efforts of the branch
• Meet and greet all will call customers and ensure their orders are completed expeditiously
• Review dealer web orders to determine if they require special handling due to inventory, location or special shipping instructions
• Operate forklift and other branch equipment as required
• This position requires regular and predictable on‑site attendance and the ability to work the particular shift and/or schedule to which you are assigned, as well as additional hours as needed
• Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams
• Protect CPSG’s reputation by keeping information confidential
• Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies

Minimum Qualifications:

• High school diploma/GED
• Minimum of 2 years customer care experience, manufacturing or distribution environment
• Excellent communication, organization and problem‑solving skills; strong computer skills
• Ability to lift up to 50 pounds and push/pull up to 100 pounds
• Ability to stand, walk, and sit up
• Ability to use hand to finger, handle, or feel
• Ability to climb or balance
• Ability to stoop, kneel, bend, crouch, or crawl
• Ability to reach with hands and arms
• Ability to talk or hear

Preferred Qualifications:

• Some college or equivalent experience, Proficiency in Spanish

Pay:

The pay range for this position is $19.04 - $29.06/hr. Base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience.

Benefits:

• In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements).
• This position is eligible for participation in a short‑term incentive plan subject to the terms of the applicable plans and policies.

Equal Opportunity and Diversity:

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply.

We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status.

We’re committed to fostering an environment where people of all lived experiences feel welcome.

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [e-mail].