Customer Service Representative

ASSA ABLOY • Cypress, CA

13d • $75,000 - $90,000 • Onsite

About The Position

The Customer Service Associate is responsible for supporting daily customer service activities, enhancing customer service operations through data analysis, reporting, and cross-functional coordination. This role serves as a key partner to Customers, Sales, Operations, Planning, and Logistics teams to improve efficiency, strengthen customer satisfaction, and support continuous improvement initiatives. The ideal candidate possesses strong analytical skills, detail oriented, proactive mindset, with a strong customer service mindset and the ability to translate data and insights into meaningful operational improvements. This individual thrives in a collaborated environment, effectively manages priorities, and takes initiative to identify opportunities, solve problems, and drive results.

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

Physical Access Control Solutions (PACS): HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions.

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Are you ready to make a difference? Join us and help shape the future of security.

Requirements

• 4+ years of experience in Customer Service, Operations, Order Management, Business Analysis, or related functions.
• Strong analytical and problem-solving skills.
• Advanced proficiency in Microsoft Excel and reporting tools.
• Experience working with ERP systems.
• Excellent organizational, communication, and coordination skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.

Nice To Haves

• Bachelor's degree in Business Administration, Supply Chain, Operations, Analytics, or related field, or equivalent experience is preferred.
• Experience with Oracle ERP or similar enterprise systems is preferred.
• Experience with Power BI or other business intelligence tools is preferred.
• Knowledge of process improvement methodologies is preferred.
• Experience supporting cross-functional operational projects is preferred.

Responsibilities

• Supporting daily customer service activities, including order management, customer inquiries, and issue resolution.
• Responding to customer needs in a timely, profession, and solutions-oriented manner.
• Assisting with escalated customer concerns and coordinating resolution across internal teams.
• Monitoring order flow and proactively identifying risks that may impact customer commitments.
• Partnering with Sales. Operations, Planning, and Logistics to communication updates and resolve service-related issues.
• Maintaining accurate and timely customer and order information within all applicable systems and tools
• Developing, maintaining, and analyzing reports and dashboards related to customer service performance.
• Monitoring key performance indicators (KPIs), including order backlog, on-time delivery, order accuracy, response times, and customer satisfaction metrics.
• Analyzing data to identify trends, recurring issue, root causes and opportunities for improvement.
• Translating data and reporting into actionable insights and recommendations for internal stakeholders.
• Supporting regular performance reviews and reporting to help teams understand results and identify areas of focus.
• Ensuring reports and dashboards are accurate, timely and aligned with business needs.
• Maintaining and updating customer service processes and documentation to support consistency and operational effectiveness.
• Monitoring process performance and identifying opportunities to stream line workflows, improve service levels and reduce inefficiencies.
• Supporting continuous improvement initiatives focused on service excellence, customer satisfaction, and operational effectiveness.
• Serving as a liaison between Customer Service and key internal departments, ensuring effective communication and alignment.
• Supporting continuous improvement initiatives focused on service excellence and operational effectiveness.
• Supporting implementation of system enhancements, process changes, and operational projects.
• Coordinating special projects, establishing timelines, tracking action items, and ensuring timely follow-up with stakeholders.
• Contributing to a culture of accountability, collaboration, and continuous improvement.

Benefits

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree