Customer Service Support Specialist

ASSA ABLOY • New Haven, CT

1d • $70,000 - $80,000 • Onsite

About The Position

ASSA ABLOY is seeking a Customer Service Support Specialist to serve as an external liaison with distributors, wholesale channels, architects, door security sales, and contractors. The role provides front-line customer support, follow-up, and assistance with resolutions, working with external and internal organizations—including profit centers, engineering, order entry, shipping, and finance—to address customer requirements and order-related issues. The position reports to the Customer Service Manager in New Haven, Connecticut.

The role is performed onsite Monday through Friday at the company’s New Haven office. The annual salary range is $70,000–$80,000 ($33.65–$38.46 per hour), with the final rate dependent on experience, skills, and other qualifications. Benefits and additional compensation are governed by company policies and plans and may be amended.

Requirements

• At least 5 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 frequent email and chat correspondence.
• Ability to deliver an outstanding customer experience through consistent engagement, subject matter expertise, and operational excellence.
• Computer proficiency, including Outlook, Excel, and Word.
• Ability to work as a team-oriented professional 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 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 to help ensure replacement product is shipped 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 customer experience, as measured by Net Promoter Score (NPS).
• Ensure compliance 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 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, dental, vision, and 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