Customer Care Rep

ASSA ABLOY•Monroe, NC

About The Position

ASSA ABLOY Entrance Systems, Pedestrian Door Solutions is seeking a Customer Care Representative to join their team. ASSA ABLOY Entrance Systems is a global manufacturer committed to creating safe, secure, and efficient entrance systems for people worldwide, specializing in automated pedestrian, industrial, and high-performance door solutions and operating in over 100 countries. The company offers an environment for growth, innovation, and meaningful contributions with comprehensive benefits, opportunities for career growth and development, and a chance to make a meaningful impact in industries such as healthcare, transportation, and retail. In this role, you will support all aspects of the district service business while delivering exceptional service to internal and external stakeholders. You will maintain and prepare all required reports for customers, sales representatives, and service management, ensuring accuracy and timely delivery. A key focus of this position is providing superior customer service through prompt phone and email communication, along with fast turnaround on district service calls and inquiries from local customers. You will collaborate closely and communicate effectively with Service Technicians, helping ensure seamless coordination of daily operations. The role also requires cross-training in various departmental functions, including preparing service quotes, following up on outstanding quotes, and creating purchase orders. Additional responsibilities may be assigned as needed to support the success of the district service team.

Requirements

Proficiency in Microsoft Excel, including basic data entry, spreadsheet navigation, and use of common functions.
Strong phone etiquette with excellent verbal communication skills.
Outgoing, personable, and comfortable engaging with customers and team members in a fast‑paced environment.
No college degree required; equivalent experience and strong interpersonal skills valued.

Responsibilities

Responsible for all aspects of customer service including but not limited to; Answering incoming telephone calls, entering customer information in BAAN, scheduling service calls with customers, efficiently dispatching Technicians via FMP360, providing quotes to customers based on Technicians recommendations (when required), driving upgrades as directed and ordering parts (when required).
Effectively collect all required service call information including but not limited to; confirming billing address, confirming purchase order number if required, service call details and ensuring this information is clearly relayed in BAAN when entering service call.
Provide feedback on status of orders to customers.
Forward new equipment sales leads to Sales Representatives.
Maintain monthly reports for key customers as instructed by Service Manager.
Act as the liaison between production and sales.
Assist with the phone team to answer corporate calls.
Identify warranty conversion opportunities and communicate with outside sales representatives.