Customer Care Rep

ASSA ABLOY • Monroe, NC

5d

About The Position

The Customer Care Representative supports all aspects of the district service business and provides service to internal and external stakeholders. The role prepares and maintains accurate, timely reports for customers, sales representatives, and service management; responds promptly to phone and email inquiries; and coordinates district service calls with local customers and Service Technicians. It also involves cross-training in departmental functions, including preparing and following up on service quotes and creating purchase orders. Additional duties may be assigned to support the district service team.

Requirements

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

Responsibilities

• Answer incoming telephone calls and assist with customer service inquiries.
• Enter customer information and service-call details in BAAN.
• Schedule service calls with customers and dispatch Technicians using FMP360.
• Collect required service-call information, including billing address, purchase order number when required, and details of the service request; record and relay it clearly in BAAN.
• Provide quotes to customers based on Technician recommendations when required, drive upgrades as directed, and order parts when required.
• Provide customers with updates on order status.
• Forward new equipment sales leads to Sales Representatives.
• Maintain monthly reports for key customers as instructed by the Service Manager.
• Act as a liaison between production and sales.
• Assist the phone team with answering corporate calls.
• Identify warranty conversion opportunities and communicate them to outside Sales Representatives.
• Cross-train in departmental functions, including preparing service quotes, following up on outstanding quotes, and creating purchase orders.
• Coordinate and communicate with Service Technicians to support daily operations.

Benefits

• Health, dental, and vision plans.
• 401(k) with company matching.
• Short- and long-term disability insurance, life insurance, and accidental insurance.
• 15 PTO days and 11 paid holidays.
• Flexible scheduling.
• Structured onboarding and ongoing training, including access to online courses.
• Length of Service awards.
• Tuition reimbursement.
• Service awards.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed