Customer Service Support Specialist

ASSA ABLOY Group; New Haven (CT); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Paid time off

13 paid holidays

Health, dental, vision, life insurance

401(k) with employer matching

Disability benefits

Employee discounts

Job summary

ASSA ABLOY Group is seeking a Customer Service Support Specialist to serve as an external liaison with Distributors, Architects, Contractors, and Sales teams. You will provide front-line support, follow-up, and resolutions to ensure customer satisfaction while coordinating with order processing, shipping, and finance.

You will report to the Customer Service Manager in New Haven, CT and be onsite Monday through Friday.

Qualifications

• Minimum of 5+ years of customer service experience in a manufacturing environment, or equivalent work experience.
• Strong analytical and problem-solving skills with attention to detail and accuracy.
• Exceptional interpersonal and communication skills.
• Excellent written communication skills due to high email/chat volume.
• Proven ability to deliver outstanding customer experience through engagement and operational excellence.

Responsibilities

• Provide guidance and support to customers within assigned territories and assist outside assigned territories as needed.
• Research inquiries related to pricing, order status, product availability, and shipping details.
• Process CCFs and RGAs within 24 hours to ensure replacement product ships within five days.
• Resolve all DON inquiries in line with the five-day resolution policy.
• Collaborate with internal teams to reduce RGAs and credits from internal errors.
• Maintain knowledge of products and participate in training and development sessions.

Skills

Customer service

Analytical thinking

Interpersonal skills

Written communication

Customer experience

Team orientation

Education

Bachelor’s degree preferred

Tools

Outlook

Excel

Word

JDE

Job description

At ASSA ABLOY, our mission is to make securely accessing the things in your life noticeably easier, without being noticeable. Our global teams work together to create products and services that add everyday simplicity and convenience to our users’ lives. With the ability to control access to what they love the most, we’re able to provide peace of mind through safety and visibility.

We are expanding our team and looking to hire a Customer Service Support Specialist who will serve as an external liaison with Distributors, Wholesale Channels, Architects, Door Security Sales and Contractors. You will be responsible for providing front-line support, follow up and assist with resolutions ensuring the success and satisfaction of our valued customers. Work with all external and internal organizations including profit centers, engineering, order entry, shipping and finance to support all levels of customer requirements. Provide timely and accurate follow-through on all order-related issues.

This role will report to the Customer Service Manager in New Haven, CT.

What You Will Be Doing

• Provide guidance and support to customers within assigned territories and assist outside assigned territories as needed.
• Research and respond to inquiries related to pricing, order status, product availability, and shipping details.
• Process Customer Complaint Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours of receipt to ensure replacement product is shipped within five days.
• Resolve all Delivery Order Number (DON) inquiries related to customer orders in accordance with the five-day resolution policy.
• Review and utilize customer-specific information as required.
• Exercise sound judgment to balance customer satisfaction with company policies and procedures.
• Continuously evaluate processes and identify opportunities for improvement to enhance customer experience, as measured by Net Promoter Score (NPS).
• Ensure compliance with all corporate policies and departmental procedures.
• Utilize the Customer Relationship Management (CRM) system as applicable.
• Maintain current knowledge of products and participate in required product training and customer service development sessions.
• Collaborate with team members, including order processors, to reduce RGAs and credits caused by internal errors.
• Demonstrate high standards of professionalism at all times, including adherence to the Code of Conduct.
• Perform additional duties as assigned.

What We Are Looking For

• Minimum of 5+ years of customer service experience in a manufacturing environment, or equivalent work experience; Bachelor’s degree preferred.
• Strong analytical and problem-solving skills with excellent attention to detail and a high level of accuracy.
• Exceptional interpersonal and communication skills.
• Excellent written communication skills, including spelling and grammar, due to a high volume of email and chat correspondence.
• Proven ability to deliver outstanding customer experience through consistent engagement, subject matter expertise, and operational excellence.
• Strong computer proficiency, including Outlook, Excel, and Word; experience with JDE is a plus.
• Team-oriented professional who thrives in a fast-paced, diverse environment while managing multiple applications simultaneously.

What We Offer

This position will be performed onsite Monday through Friday at our New Haven, CT office.

The annual salary for this role is $70,000-80,000 ($33.65-$38.46 per hour).

The final pay rate offered to the successful candidate will depend on experience, skill level, and other qualifications for the role.

Benefits and additional compensation offered for this position are

• Paid time off, including sick and vacation days
• 13 paid holidays
• Job-protected leave benefits in accordance with applicable law
• Medical, dental, vision, and life insurance
• Health and flexible savings account subject to eligibility requirements
• 401(k) plan with employer contributions and matching subject to plan eligibility
• Supplemental life insurance
• Short-term and long-term disability benefits
• Employee discounts

All benefits and additional compensation are governed by applicable Company policies and plans as they currently exist and may be amended in the future.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law.

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.