Order Management Representative 1

Allegion•McKenzie, TN

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. Job Summary: As an Order Management Representative, you are a crucial part of the Allegion team, responsible for processing time sensitive orders and customer requests to meet customer and company commitments, interacting with external customers via email and phone to provide a superior level of customer service. This position will also work closely with various internal departments including sales, operations, marketing, IT and finance to deliver a positive customer experience while meeting our corporate goals and policies.

Requirements

6+ months years customer service or order entry experience
HS Diploma or GED required; Bachelors degree preferred
Strong written and verbal communication skills
Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications.
Ability to multi-task, prioritize, and manage time efficiently
Ability to identify recurring customer issues across brands/products
Ability to develop cross-functional, professional working relationships

Responsibilities

Manage service / support interactions with customers by shaping the customer expectations, delivering on those expectations and deepening customer loyalty via incoming/outgoing calls, emails, and requests.
Proficient in basic knowledge of product and features for assigned brands/product category and ability to identify and/or communicate basic work order management functions (i.e. indexing, First Review) product and features for Allegion brands.
Identify and complete basic order entry functions within assigned quality and production metrics.
Understand the basic profile of the customers, and their most common needs and expectations.
Tailor the support approach to fit particular customers and/or situations within established guidelines.
Complete troubleshooting and subsequent documentation on return and warranty claims and escalate as necessary.
Gather and document service request information through the effective use of CRM tools.
Utilize and manage all appropriate ERP business systems for assigned product bands.
Process time sensitive orders and requests: receive, edit, and enter incoming customer purchase orders in an accurate and timely manner.
Review, verify and make corrections as necessary to ensure accurate information and order specifications.
Contact customers to resolve unclear order issues.
Manage orders in the business system through the entire order cycle.
Gather data for measurement, analysis and reporting.
Meet all service level agreements as set by management.
Additional duties as assigned by manager.

Benefits

Health, dental and vision insurance coverage, helping you “be safe, be healthy”
Competitive 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 up to $2,000 in 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