Customer Success Specialist - B2B Support & Order Care

ASSA ABLOY Group; Berlin (CT); On-site; USD 71,000 - 77,000; Full time

Benefits offered by this job

Paid time off

Medical, dental, vision insurance

401(k) with company match

Employee discounts

Holiday and leave benefits

Job summary

ASSA ABLOY Group in Berlin, CT is seeking a Customer Service Representative to provide critical service to multiple brands and manage key customer and factory relationships. You will work with sales, finance, and operations to support all customer requirements and ensure timely follow-through on order-related issues.

The role requires a B.S. degree or equivalent experience, strong communication, and the ability to multi-task in a fast-paced manufacturing environment.

Qualifications

• B.S. degree or equivalent customer-facing experience.
• Strong interpersonal and communication skills.
• Able to multi-task in a fast-paced environment.
• Proficient with Windows and MS Office.
• Willing to travel infrequently.

Responsibilities

• Provide thorough, accurate and sincere guidance to customers.
• Research and respond to inquiries on pricing, order status, product availability and shipping information.
• Process shortages/replacements within 24 hours to ensure rapid shipment.
• Utilize JD Edwards ERP alongside in-house software tools to address all customer inquiries.
• Manage the delayed order notification (DON) process with customers.
• Make decisions balancing company policy and customer benefit.
• Drive process improvements to positively influence the customer experience (NPS).
• Maintain customer communications through CRM/SalesForce, Comet, DFIS, Outlook, ShoreTel.
• Collaborate with order processors to reduce returns and credits.
• Assist in entering orders through the CCF system.

Skills

Customer service

Team player

Interpersonal communication

Problem solving

Multitasking

MS Office

Education

B.S. Degree

Tools

JD Edwards ERP

Salesforce CRM

Outlook

DFIS

Comet

CCF system

Job description

ASSA ABLOY Group in Berlin, CT is seeking a Customer Service Representative to provide critical service to multiple brands and manage key customer and factory relationships. You will work with sales, finance, and operations to support all customer requirements and ensure timely follow-through on order-related issues.

The role requires a B.S. degree or equivalent experience, strong communication, and the ability to multi-task in a fast-paced manufacturing environment.