B2B Customer Support & Order Specialist

ASSA ABLOY Sicherheitstechnik GmbH; Berlin, Northern (CT, KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive Salary

Paid Vacation & Holidays

Medical, Dental, Vision Insurance

401(k) Plan

Tuition Reimbursement

Flexible Spending Account

Employee Assistance Program

Discount portal

Job summary

ASSA ABLOY Sicherheitstechnik GmbH in Berlin, CT seeks a Customer Service Representative to provide dedicated service support across multiple brands. You will collaborate with sales, technical support, order entry, shipping and finance to resolve all customer requirements and ensure timely follow-through on orders.

The role emphasizes accurate guidance, rapid responses to pricing and order inquiries, and 24-hour processing of shortages/replacements, while leveraging JD Edwards ERP and CRM tools.

Qualifications

• B.S. Degree, or equivalent practical customer-facing experience.
• Effective team player; works well in a diverse environment.
• Very strong interpersonal and communication skills.
• Very strong decision making and problem solving skills.
• Ability to multi-task in a fast-paced environment and work as a team.
• Ability to master multiple computer applications/systems/software, especially Windows & Office.
• Must be able to work in the Berlin, CT office full-time.
• Ability to travel infrequently.

Responsibilities

• Provide thorough, accurate and sincere guidance to customers.
• Research & respond to inquiries on pricing, order status, product availability and shipping information promptly.
• Process shortages/replacements within 24 hours to ensure rapid shipment.
• Utilize JD Edwards ERP and multiple tools to address inquiries.
• Manage the DON process and communicate order updates to customers.
• Make decisions balancing policy and customer benefit.
• Identify opportunities to improve processes and NPS.
• Manage communications via CRM/SalesForce, Comet, DFIS, Outlook, ShoreTel, etc.
• Collaborate with order processors to minimize returns/credits due to errors.
• Assist in entry of orders in the CCF system as needed.
• Maintain high standards of professional conduct at all times.
• Perform other duties as assigned.

Skills

Interpersonal skills

Team player

Decision making

Multi-tasking

Communication

Education

Bachelor's degree

Tools

JD Edwards ERP

Salesforce CRM

Outlook

Comet

DFIS

Job description

ASSA ABLOY Sicherheitstechnik GmbH in Berlin, CT seeks a Customer Service Representative to provide dedicated service support across multiple brands. You will collaborate with sales, technical support, order entry, shipping and finance to resolve all customer requirements and ensure timely follow-through on orders.

The role emphasizes accurate guidance, rapid responses to pricing and order inquiries, and 24-hour processing of shortages/replacements, while leveraging JD Edwards ERP and CRM tools.