Customer Experience Specialist - Manufacturing & Orders

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

Benefits offered by this job

Annual bonus opportunity

Paid vacation and sick time

13 paid holidays

Health insurance

401(k) plan with company matching

HSA/FSA eligibility

Job summary

ASSA ABLOY Group seeks a Customer Service Specialist in New Haven, CT, onsite, Monday–Friday. You will be the primary liaison for distributors and contractors, resolving order issues and supporting the sales team and engineers.

From this role you will handle inquiries on pricing and status, process replacements, and uphold service standards to enhance operational excellence and customer satisfaction.

Qualifications

• Minimum of 5 years of Customer Service experience in a manufacturing environment.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Strong writing, spelling, and grammar due to high volume of email and chat communication.
• Proven ability to deliver an exceptional customer experience through relationships and product knowledge.
• Proficiency with Microsoft Outlook, Excel, and Word; JDE is a plus.
• Team-oriented and able to manage multiple systems and priorities in a fast-paced environment.

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 balancing company policies with customer satisfaction.
• Identify opportunities to improve processes and positively impact NPS.
• Maintain compliance with company policies and procedures.
• Utilize CRM tools and databases when applicable.
• Maintain knowledge of products, systems, and customer service best practices; participate in training.
• Partner with order processors to reduce errors causing credits/returns.
• Demonstrate professionalism and uphold ASSA ABLOY Code of Conduct.
• Perform other duties as assigned.

Skills

Customer service

Manufacturing

Analytical thinking

Verbal and written communication

Microsoft Office

Education

Bachelor's degree

Tools

JDE

Job description

ASSA ABLOY Group seeks a Customer Service Specialist in New Haven, CT, onsite, Monday–Friday. You will be the primary liaison for distributors and contractors, resolving order issues and supporting the sales team and engineers.

From this role you will handle inquiries on pricing and status, process replacements, and uphold service standards to enhance operational excellence and customer satisfaction.