Customer Service Specialist – Industrial Hardware

Allegion Canada Inc.; Fontana (CA); On-site; USD 74,501,000 - 100,289,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401K plan with company match

Paid time off

Job summary

Allegion’s Fontana, CA location is seeking a Customer Service Representative 1 (CSR-1) to act as the single point of contact from cradle to grave for customer needs, including quotes, orders, and issue resolution. You will build trusted relationships with your defined customer base while coordinating with engineering, production, and shipping to ensure timely fulfillment.

The role demands 2+ years in customer service or account management within construction, ERP/CRM familiarity, and strong

Qualifications

• 2+ years in customer service or as an account manager with construction experience.
• Door and frame experience a plus.
• Experience with ERP and CRM systems.
• Strong Microsoft Office skills.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Skill in negotiations, communications and providing customer support.
• Strong decision making and analytical abilities.
• Strong detail orientation and communication/listening skills.

Responsibilities

• Handle customer requests using current and future information technology to ensure that issues are resolved both promptly and thoroughly.
• Answer all phone calls within 3 rings, greet customers promptly and warmly, ascertain problem or reason for calling.
• Return any missed calls / voicemails within 15 minutes.
• Respond to customer emails, quote requests, or other electronic inquiry within 2 hours.
• Follows status of orders from creation through shipping.
• Responsible for quality of order submitted, ensures that the orders are properly entered into the system: all information and customer questions must be complete clean information put together as a complete package ensure all order details are correct and complete reviews final completed check lists prior to order release to engineering.
• Address customers' QC issues directly maintaining a balance between company policy and customer benefit in decision making.
• Handles issues in the best interest of both customer and company.
• Interface with Engineering, Production and Shipping functions as needed to address customer issues.
• Gather customer information, fulfill customer needs, educate the customer where applicable and document interactions through contact tracking: Calls on regular and prospective customers to solicit orders.
• Enters all contacts, conversations, and quotes into the CRM system (future).
• Make daily sales projections, analyzes sales performance reports.
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience.
• Other duties as assigned

Skills

Customer service

Account management

Construction experience

ERP systems

CRM systems

Microsoft Office

Communication

Negotiation

Analytical ability

Detail oriented

Written communication

Education

High School Diploma or GED

Associate degree or higher preferred

Tools

Microsoft Office

ERP

CRM

Job description

Allegion’s Fontana, CA location is seeking a Customer Service Representative 1 (CSR-1) to act as the single point of contact from cradle to grave for customer needs, including quotes, orders, and issue resolution. You will build trusted relationships with your defined customer base while coordinating with engineering, production, and shipping to ensure timely fulfillment.

The role demands 2+ years in customer service or account management within construction, ERP/CRM familiarity, and strong