Customer Relationship Manager

Allegion•Indianapolis, IN

21h•Remote

About The Position

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world. Customer Relationship Manager - Stanley Access Technologies, Remote Connecticut Stanley Access Technologies is recognized as an industry leader in the manufacturing, installation and servicing of automatic doors. Our growing product and service offerings have driven significant growth for our service business. Join our world class team of diligent problem solvers, innovators, fresh thinkers and communicators who excite and inspire others. We are looking for energetic, detail-oriented leaders that focus on execution, meet commitments, break through turf issues, and have a passion to exceed customer expectations. Customer Relationship Manager The Customer Relationship Manager (CRM) acts as the primary point of contact for assigned customer accounts, managing service requests, performance reporting, preventative maintenance programs, and billing issue resolution. This role is highly customer-facing, requiring strong communication skills, attention to detail, and the ability to coordinate between customers, distributors, branches, and field technicians to meet service level agreements (SLAs) and exceed customer expectations. Qualified candidates must be legally authorized to be employed in the United States. The company does not intend to provide sponsorship for employment visa status (e.g., H-1B, TN, etc.) for this employment position. At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance. While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion.

Requirements

Bachelor’s degree, preferred, or relevant experience (High School Degree Required)
1–2 years of experience in customer service, account management, or service coordination (B2B preferred).
Experience working in Microsoft Dynamics (D365) and customer portals such as Service Channel.
Excellent communication skills — able to clearly explain service details, resolve issues, and build trust with customers.
Must have a bias for proactive communication methods leveraging direct communication (Phone/Teams) over passive communication (emails).
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Analytical skills to interpret reports, identify trends, and drive process improvements.
Proactive problem-solving mindset and ability to work collaboratively across teams.
Understand how to use MS Office programs
Travel: Minimal- Approximately 2 weeks per year (Customer meetings or training)

Responsibilities

Serve as the primary liaison between Allegion and assigned customer accounts, handling inquiries via email, phone, and customer portals.
Provide ETA updates, expedite requests, and resolve questions on missed ETAs, quotes, escalations, and IVR compliance.
Participate in weekly, biweekly, or monthly customer conference calls to review SLA performance, open issues, and overall service delivery.
Document all updates and customer communications in work orders per customer request.
Run daily reports in Field Services (D365), including Open Call and Closed Call Reports.
Run daily reports from Customer Portals (primarily Service Channel) for Open Calls, Closed Calls, status checks, IVR compliance, missed ETAs, past due reports, and PM reports.
Compare portal data with internal reports to ensure accuracy and compliance.
Combine data from Field Services and customer portals to create and distribute daily reports to field teams.
Process distributor quotes by entering them into Field Services and submitting them to customers.
Submit branch-uploaded quotes to customers.
Upload customer approvals into Field Services, add detailed notes, update reports, notify customers of new ETAs, and communicate approvals to branches or distributors.
Manage Preventative Maintenance (PM) programs for assigned accounts, including uploading PMs into Field Services for non-automated accounts.
Monitor PM completion, send updates to field teams, and drive adherence to deadlines.
Open repair notifications for issues found during PMs and quote customers for additional work.
Review and resolve daily billing reports from the billing team, addressing:
IVR compliance issues
NTE (Not-to-Exceed) discrepancies
Recalls (no-charge or chargeable)
Incorrect travel or labor hours
Past-date invoicing restrictions
Missing POs (obtain from customer to enable billing)

Benefits

Health, dental and vision insurance coverage, helping you “be safe, be healthy”
Unlimited Paid Time Off
A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
Life Insurance – Term life coverage with the option to purchase supplemental coverage
Tuition Reimbursement
Voluntary Wellness Program – Simply complete wellness activities and earn monetary rewards
Employee Discounts through Perks at Work
Community involvement and opportunities to give back so you can “serve others, not yourself”
Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching