Customer Care Rep

ASSA ABLOY•Monroe, NC

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 reports for customers, sales representatives, and service management, and responds promptly to customer calls and emails. It coordinates district service calls and inquiries, communicates with Service Technicians, and supports daily operations. The representative may also prepare and follow up on service quotes, create purchase orders, and perform other duties 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 manner, 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 support customer service inquiries.
Enter customer information and service call details in BAAN.
Schedule service calls with customers and dispatch Technicians using FMP360.
Collect service call information, including billing addresses, purchase order numbers when required, and service call details; ensure it is clearly recorded in BAAN.
Provide customer quotes based on Technician recommendations when required, drive upgrades as directed, and order parts when required.
Provide customers with feedback 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 liaison between production and sales.
Assist the phone team with answering corporate calls.
Identify warranty conversion opportunities and communicate them to outside sales representatives.
Coordinate and communicate with Service Technicians to support daily operations.
Prepare service quotes, follow up on outstanding quotes, and create purchase orders as needed.