B2B Customer Success & Support Specialist

ASSA ABLOY Global Solutions; Berlin (CT); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid Vacation

Medical, Dental, Vision

401(k)

Tuition Reimbursement

Flexible Spending

Employee Assistance Program

Recognition programs

Job summary

ASSA ABLOY Global Solutions is seeking a Customer Service Representative in Berlin, CT to provide critical customer service support and manage key customer and factory relationships. You will collaborate with sales, finance, and logistics to resolve orders and inquiries, while ensuring timely follow-through and professional communication.

The role requires a B.S. degree or equivalent customer-facing experience, strong communication skills, and the ability to multi-task in a fast-paced

Qualifications

• B.S. Degree, or equivalent practical customer-facing experience.
• Strong interpersonal and communication skills.
• Strong decision making and problem-solving abilities.
• Ability to multi-task in a fast-paced environment and work in a team.
• Proficiency with multiple computer applications/software, especially Windows and Office.
• Must be able to work in the Berlin, CT office full-time.
• Occasional travel as needed.

Responsibilities

• Provide thorough, accurate and sincere guidance to customers.
• Research and respond to inquiries regarding pricing, order status, product availability and shipping information.
• 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.
• Make sound decisions that balance company policy and customer benefit.
• Continuously identify opportunities to drive process improvements affecting customer experience metrics.
• Manage customer communications through CRM/SalesForce, Comet, DFIS, Outlook, ShoreTel and more.
• Work with team members to reduce 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.

Skills

Team player

Interpersonal communication

Problem solving

Multi-tasking

Customer service mindset

Education

B.S. Degree or equivalent

Tools

JD Edwards ERP

SalesForce CRM

Comet

DFIS

Outlook

ShoreTel

Microsoft Office

Job description

ASSA ABLOY Global Solutions is seeking a Customer Service Representative in Berlin, CT to provide critical customer service support and manage key customer and factory relationships. You will collaborate with sales, finance, and logistics to resolve orders and inquiries, while ensuring timely follow-through and professional communication.

The role requires a B.S. degree or equivalent customer-facing experience, strong communication skills, and the ability to multi-task in a fast-paced