Customer Service Representative - Hartford, United States - ASSA ABLOY

Description

Customer Service Representative

Summary of Position
Responsible for an assigned territory(s) within the assigned brand.

Work with the DSS sales organization, profit centers, order entry, shipping and finance to support all levels of customer requirements.

Provide timely and accurate follow through on all order-related issues. Support Manager of Customer Service as required.

Principal Responsibilities include, but not limited to:

• Provide guidance and assistance to customers in assigned territory(s) as well as outside of assigned territory(s) as needed.
• Research & respond to inquiries regarding pricing, order status, product availability and shipping information.
• Process CCFs and RGAs within 24 hours of receipt of ensure 5 day shipment of replacement product.
• Resolve all DON questions pertaining to customer orders within 5 day policy.
• Utilize CRC Dash/ASSA Connect to review customer specific information as needed.
• Make sound decisions that maintain a balance between company policy and customer benefit.
• Continuously evaluate and identify opportunities to drive process improvements that positively influence the customer experience as measured by our NPS scoring.
• Maintain adherence to corporate policy & procedures relating to all functions within the department.
• Utilize CRM database when applicable.
• Assist in documenting processes used within the department to assist new hires in learning the product and processes.
• Work with team members (including order processors) to reduce the number of RGAs and Credits due to department errors.
• Assist in the entry and verification of orders as required.
• Display high standards of professional conduct at all times.
• Perform duties as assigned and warranted.

Requirements

• B.S. Degree, or equivalent experience (5+ years in Customer Service)
• Effective Team Player, works well in a diverse work environment
• Strong Interpersonal & Communication Skills
• Strong decision making and problem solving skills
• Ability to multi-task in a fast-paced environment, be able to juggle many issues simultaneously
• Ability to work with multiple applications; strong computer skills
• Team-Oriented personality with strong computer skills and who works well in a diverse fast-paced environment working with multiple applications simultaneously

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 50,000 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.

Berlin
Connecticut, USA

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