Customer Service Representative

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

Select how often (in days) to receive an alert: Create Alert

• Customer Service & Contact Center Operations
• No Travel Required
• 31-Oct-2026

The Customer Service Representative provides critical customer service backup coverage to multiple brands, while also managing key customer and factory relationships. Work with the sales organization, profit centers, technical support, order entry, shipping, and finance teams to support all levels of customer requirements. Provide timely and accurate follow-through on all order-related issues. Support Manager of Customer Service as required.

What you will be doing:

• Provide thorough, accurate and sincere guidance to customers.
• Research & respond to inquiries regarding pricing, order status, product availability and shipping information within a timely fashion.
• 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 in a timely fashion.
• Make sound decisions that maintain a balance between company policy and customer benefit.
• Continuously evaluate and identify opportunities to drive process improvements that positively influence the customer experience as measured by our Net Promoter Score.
• Manage customer communications through various platforms: CRM/SalesForce, Comet, DFIS, Outlook, ShoreTel and more.
• Work with team members (including order processors) to reduce the number of 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 and warranted.

What we are looking for:

• B.S. Degree, or equivalent practical customer-facing experience (work in B2B / manufacturing environment is a plus).
• Effective team player; works well in a diverse work environment.
• Very strong interpersonal & communication skills.
• Very strong decision making and problem-solving skills.
• Ability to multi-task in a fast-paced environment, able to juggle many issues simultaneously, and must be able to work as part of a team.
• Ability to master multiple computer applications/systems/software, skilled with Microsoft Windows and Office products.
• Must be able to work in the Berlin, CT office full-time.
• Ability to travel (infrequent)

What we Offer!

We believe in creating opportunities and providing benefits that empower you to grow, thrive, and build a rewarding lifelong career with us. Here is just a sample of what you can look forward to as a member of our team:

• Paid Vacation, Sick Time, and paid Company Holidays
• Medical, Dental, Vision, 401(k), Short and Long-term Disability, Life and AD&D Insurance
• Tuition Reimbursement, Learning and Career Development opportunities
• Flexible Spending
• Employee Assistance Program
• Recognition, well-being, and employee experience programs designed to support and celebrate you throughout your career

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.