Customer Relationship Manager

Allegion • Remote, Connecticut, IN

8d • $55,000 - $75,000 • Remote

About The Position

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.

Requirements

• Bachelor’s degree preferred
• 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

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 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
• 401K plan, offering a 6% company match and no vesting period
• Tuition Reimbursement
• Generous Vacation and Sick Time
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage your unique strengths through CliftonStrengths testing and coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level