Customer Service Support Specialist

ASSA ABLOY • New Haven, CT

9d • Onsite

About The Position

ASSA ABLOY is hiring a Customer Service Support Specialist to serve as an external liaison for distributors, wholesale channels, architects, Door Security Sales, and contractors. The specialist provides front-line customer support, follows up on issues, and helps resolve them to ensure customer satisfaction. The role works with internal and external organizations, including profit centers, engineering, order entry, shipping, and finance, to meet customer requirements and provide timely, accurate follow-through on order-related issues. The position reports to the Customer Service Manager and is performed onsite at the company’s New Haven, Connecticut office Monday through Friday.

Requirements

• At least five years of customer service experience in a manufacturing environment, or equivalent work experience.
• Strong analytical and problem-solving skills, attention to detail, and accuracy.
• Exceptional interpersonal and communication skills.
• Excellent written communication skills, including spelling and grammar, for high-volume email and chat correspondence.
• Ability to deliver outstanding customer experience through consistent engagement, subject matter expertise, and operational excellence.
• Strong computer proficiency, including Outlook, Excel, and Word.
• Ability to work as part of a team in a fast-paced, diverse environment while managing multiple applications simultaneously.

Nice To Haves

• Bachelor’s degree preferred.
• Experience with JDE is a plus.

Responsibilities

• Provide guidance and support to customers within assigned territories and assist customers outside assigned territories as needed.
• Research and respond to customer inquiries about pricing, order status, product availability, and shipping details.
• Process Customer Complaint Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours of receipt, supporting shipment of replacement products within five days.
• Resolve Delivery Order Number (DON) inquiries related to customer orders in accordance with the five-day resolution policy.
• Review and use customer-specific information as required.
• Balance customer satisfaction with company policies and procedures using sound judgment.
• Evaluate processes and identify opportunities to improve the customer experience, as measured by Net Promoter Score (NPS).
• Comply with corporate policies and departmental procedures.
• Use the Customer Relationship Management (CRM) system as applicable.
• Maintain current product knowledge and participate in required product training and customer service development sessions.
• Collaborate with team members, including order processors, to reduce RGAs and credits caused by internal errors.
• Maintain high standards of professionalism and adhere to the Code of Conduct.
• Perform additional duties as assigned.

Benefits

• Paid time off, including sick and vacation days
• 13 paid holidays
• Job-protected leave benefits in accordance with applicable law
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Health and flexible savings accounts, subject to eligibility requirements
• 401(k) plan with employer contributions and matching, subject to plan eligibility
• Supplemental life insurance
• Short-term and long-term disability benefits
• Employee discounts

What This Job Offers

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