Order Management Representative 1

Allegion

3d

About The Position

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, Allegion specializes in security around the doorway and beyond. In 2024, Allegion was awarded the Gallup Exceptional Workplace Award. The Order Management Representative 1 manages service and support interactions with customers by shaping customer expectations, delivering on those expectations, and deepening customer loyalty via incoming/outgoing calls, emails, and requests. This role requires proficiency in basic product knowledge for assigned brands/product categories, the ability to identify and communicate basic work order management functions, and to complete basic order entry functions within assigned quality and production metrics. The representative will understand customer profiles, tailor support approaches, troubleshoot and document return and warranty claims, and utilize CRM and ERP business systems to process time-sensitive orders accurately through the entire order cycle. The position also involves reviewing, verifying, and correcting order information, contacting customers to resolve unclear issues, gathering data for reporting, and meeting service level agreements.

Requirements

• 6+ months customer service or order entry experience
• HS Diploma or GED required
• 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

Nice To Haves

• Bachelor’s degree preferred

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED