Customer Experience Specialist – Manufacturing & Distrib

ASSA ABLOY Group; New Haven (CT); On-site; USD 44,000 - 54,000; Full time

Benefits offered by this job

Annual bonus

Paid vacation and sick time

13 paid holidays

Leave benefits

Medical/dental/vision

HSA/FSA

401(k) matching

Supplemental life insurance

Disability

Employee discounts

Job summary

ASSA ABLOY Group in New Haven, CT is seeking a Customer Service Specialist who will act as the primary liaison between distributors, wholesale channels, architects, the DSS Sales team and contractors.

You will provide frontline support, drive issue resolution, and ensure a positive customer experience while coordinating with engineering, order entry, shipping, finance and manufacturing to resolve order-related issues.

Qualifications

• Minimum 5 years of Customer Service experience in a manufacturing environment.
• Strong analytical and problem-solving skills with excellent attention to detail and accuracy.
• Excellent interpersonal, verbal, and written communication skills.
• Strong writing, spelling, and grammar skills due to a high volume of email and chat communication.
• Proven ability to deliver an exceptional customer experience through relationship building, product knowledge, and operational excellence.

Responsibilities

• Provide guidance and assistance to customers within assigned territories and support other territories as needed.
• Research and respond to inquiries regarding pricing, order status, product availability, and shipping information.
• Process CCFs and RGAs within 24 hours of receipt to support timely shipment of replacement products.
• Resolve DON inquiries related to customer orders within established service guidelines.
• Utilize ASSA Connect to review customer-specific information and support customer needs.
• Make sound decisions that balance company policies with customer satisfaction.
• Identify and support process improvement opportunities that enhance the customer experience and positively impact NPS results.
• Maintain compliance with company policies and procedures related to customer service operations.
• Utilize CRM tools and databases when applicable.
• Maintain current knowledge of products, systems, customer service best practices, and participate in required training.
• Partner with team members, including order processors, to reduce errors resulting in credits and returns.
• Demonstrate professionalism at all times and uphold the ASSA ABLOY Code of Conduct.
• Perform other duties and responsibilities as assigned.

Skills

Customer service

Communication

Analytical skills

Teamwork

Microsoft Outlook

Excel

Word

JDE

Education

Bachelor's degree preferred

Tools

JDE

Job description

ASSA ABLOY Group in New Haven, CT is seeking a Customer Service Specialist who will act as the primary liaison between distributors, wholesale channels, architects, the DSS Sales team and contractors.

You will provide frontline support, drive issue resolution, and ensure a positive customer experience while coordinating with engineering, order entry, shipping, finance and manufacturing to resolve order-related issues.