ASSA ABLOY Opening Solutions

Customer Service Support Specialist

ASSA ABLOY Opening Solutions

full-time

Posted on:

Location Type: Office

Location: New Haven • Connecticut • United States

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About the role

  • Provide guidance and support to customers within assigned territories and assist outside assigned territories as needed.
  • Research and respond to inquiries related to pricing, order status, product availability, and shipping details.
  • Process Customer Complaint Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours of receipt to ensure replacement product is shipped within five days.
  • Resolve all Delivery Order Number (DON) inquiries related to customer orders in accordance with the five‑day resolution policy.
  • Review and utilize customer‑specific information as required.
  • Exercise sound judgment to balance customer satisfaction with company policies and procedures.
  • Continuously evaluate processes and identify opportunities for improvement to enhance customer experience, as measured by Net Promoter Score (NPS).
  • Ensure compliance with all corporate policies and departmental procedures.
  • Utilize the Customer Relationship Management (CRM) system as applicable.
  • Maintain current knowledge of products 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.
  • Demonstrate high standards of professionalism at all times, including adherence to the Code of Conduct.
  • Perform additional duties as assigned.

Requirements

  • Minimum of 5+ years of customer service experience in a manufacturing environment, or equivalent work experience; Bachelor’s degree preferred.
  • Strong analytical and problem‑solving skills with excellent attention to detail and a high level of accuracy.
  • Exceptional interpersonal and communication skills.
  • Excellent written communication skills, including spelling and grammar, due to a high volume of email and chat correspondence.
  • Proven ability to deliver outstanding customer experience through consistent engagement, subject matter expertise, and operational excellence.
  • Strong computer proficiency, including Outlook, Excel, and Word; experience with JDE is a plus.
  • Team‑oriented professional who thrives in a fast‑paced, diverse environment while managing multiple applications simultaneously.
Benefits
  • Continuous professional development opportunities and an environment that fosters internal growth and mobility.
  • Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
  • Generous holiday schedule and paid time off to refresh and recharge.
  • Employee pricing on our products and discount programs for travel, entertainment, and more!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceanalytical skillsproblem-solvingattention to detailoperational excellence
Soft Skills
interpersonal skillscommunication skillswritten communicationprofessionalismteam-oriented
Certifications
Bachelor’s degree