Customer Support Specialist, Manufacturing & Orders

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

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.