Customer Relationship Manager

Allegion

Customer Relationship Manager in charge of handling service requests and performance reporting for Allegion's clients. Managing customer accounts and ensuring SLA compliance with a customer-centric approach.

Posted 6/11/2026full-timeRemote • Florida, Massachusetts, North Carolina, Ohio • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Serve as the primary liaison between Allegion and assigned customer accounts, handling inquiries via email, phone, and customer portals.
Provide ETA updates, expedite requests, and resolve questions on missed ETAs, quotes, escalations, and IVR compliance.
Participate in weekly, biweekly, or monthly customer conference calls to review SLA performance, open issues, and overall service delivery.
Document all updates and customer communications in work orders per customer request.
Run daily reports in Field Services (D365), including Open Call and Closed Call Reports.
Compare portal data with internal reports to ensure accuracy and compliance.
Process distributor quotes by entering them into Field Services and submitting them to customers.
Manage PM programs for assigned accounts and monitor PM completion.
Review and resolve daily billing reports from the billing team.

Requirements

What you’ll need

Bachelor’s degree preferred
1–2 years of experience in customer service, account management, or service coordination (B2B preferred).
Experience working in Microsoft Dynamics (D365) and customer portals such as Service Channel.
Must have a bias for proactive communication methods leveraging direct communication (Phone/Teams) over passive communication (emails).
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
Analytical skills to interpret reports, identify trends, and drive process improvements.
Proactive problem-solving mindset and ability to work collaboratively across teams.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer serviceaccount managementservice coordinationreportingdata comparisonbilling managementprocess improvementSLA performance monitoringquote processingPM program management

Soft Skills

proactive communicationorganizational skillsanalytical skillsproblem-solvingcollaborationmulti-taskingcustomer communicationtime managementattention to detailadaptability

Certifications

Bachelor's degree