Customer Support Specialist

ASSA ABLOY Global Solutions; New Haven (CT); On-site; USD 44,000 - 55,000; Full time

Benefits offered by this job

Annual bonus opportunity

Paid vacation and sick time

13 paid holidays

Health insurance coverage

401(k) with company matching

Job summary

ASSA ABLOY Global Solutions is seeking a Customer Service Specialist to act as the main liaison between the company and distributors, architects, and contractors. You will deliver frontline customer support, resolve order-related issues, and collaborate with engineering, order entry, shipping, and finance teams to ensure accurate and timely service.

The role emphasizes problem solving, product knowledge, and maintaining high customer satisfaction while adhering to company policies.

Qualifications

• Minimum of 5 years of customer service experience in a manufacturing environment required.
• Bachelor's degree preferred.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent interpersonal, verbal, and written communication skills.
• Proficiency with Microsoft Outlook, Excel, and Word; JDE is a plus.

Responsibilities

• Serve as the primary liaison between ASSA ABLOY and distributors, wholesale channels, architects, DSS Sales team, and contractors.
• Provide frontline customer support and drive issue resolution to ensure a positive customer experience.
• Coordinate with engineering, order entry, shipping, finance and manufacturing sites to resolve order-related issues promptly.
• Research and respond to inquiries regarding pricing, order status, product availability, and shipping information.
• Process CCFs and RGAs within 24 hours to support timely shipment of replacement products.
• Utilize ASSA Connect and CRM tools to access customer information and support needs.
• Identify process improvement opportunities to enhance customer experience and NPS.

Skills

Customer service

Analytical thinking

Communication skills

Microsoft Excel

Microsoft Outlook

Microsoft Word

JDE experience

Team collaboration

Education

Bachelor's degree preferred

Tools

JDE

Job description

Customer Service Specialist

Summary of Position

Serve as the primary liaison between ASSA ABLOY and our distributors, wholesale channels, architects, DSS Sales team, and contractors. This role is responsible for providing frontline customer support, driving issue resolution, and ensuring a positive customer experience. The Customer Service Specialist partners closely with internal departments including engineering, order entry, shipping, finance, and manufacturing sites to support customer requirements and resolve order-related issues in a timely and accurate manner. This position also supports the Manager of Customer Service as needed.

Principal Responsibilities include, but not limited to:

• 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 that balance company policies with customer satisfaction.
• Identify and support process improvement opportunities that enhance the customer experience and positively impact NPS results.
• Maintain compliance with company policies and procedures related to customer service operations.
• Utilize CRM tools and databases when applicable.
• Maintain current knowledge of products, systems, customer service best practices, and participate in required training.
• Partner with team members, including order processors, to reduce errors resulting in credits and returns.
• Demonstrate professionalism at all times and uphold the ASSA ABLOY Code of Conduct.
• Perform other duties and responsibilities as assigned.

Requirements

• Minimum of 5 years of Customer Service experience in a manufacturing environment required. Bachelor's degree preferred.
• Strong analytical and problem-solving skills with excellent attention to detail and accuracy.
• Excellent interpersonal, verbal, and written communication skills.
• Strong writing, spelling, and grammar skills due to a high volume of email and chat communication.
• Proven ability to deliver an exceptional customer experience through relationship building, product knowledge, and operational excellence.
• Proficiency with Microsoft Outlook, Excel, and Word. Experience with JDE is a plus.
• Team-oriented individual who thrives in a fast-paced environment and can effectively manage multiple systems and priorities simultaneously.

What We Offer

This position is based onsite at our New Haven, CT location and is performed Monday through Friday.

This position offers an hourly pay range of $32.24 to $39.40. The final offer will be based on factors such as experience, skills, qualifications, and overall fit for the role.

In addition to a competitive salary, we offer:

• Annual bonus opportunity
• Paid vacation and sick time
• 13 paid holidays
• Job-protected leave benefits in accordance with applicable laws
• Medical, dental, vision, and life insurance coverage
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), subject to eligibility requirements
• 401(k) plan with company matching and contributions, subject to plan eligibility
• Supplemental life insurance
• Short-term and long-term disability coverage
• Employee discount programs

All benefits and compensation programs are governed by applicable company policies and plan documents and may be modified from time to time.

Equal Opportunity Employer

We are an Equal Opportunity Employer and consider all qualified applicants 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.

Nearest Major Market: New Haven
Nearest Secondary Market: Hartford