Job Description

At ASSA ABLOY, our mission is to make securely accessing the things in your life noticeably easier, without being noticeable. Our global teams work together to create products and services that add everyday simplicity and convenience to our users’ lives. With the ability to control access to what they love the most, we’re able to provide peace of mind through safety and visibility.

We are expanding our Customer Service team and are seeking a customer‑focused professional who will serve as an external liaison for Distributors, Wholesale Channels, Architects, Door Security Sales professionals, and Contractors. This role is responsible for providing front‑line support, proactive follow‑up, and timely resolution of customer inquiries to ensure high levels of satisfaction and long‑term success for our valued customers.

The Customer Service Representative will collaborate closely with both external partners and internal teams—including profit centers, engineering, order entry, shipping, and finance—to support customer requirements at all levels. This position requires accurate and timely follow‑through on all order‑related issues and a strong commitment to service excellence.

This role reports to the Customer Service Manager based in New Haven, CT

What you will be doing

• 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.

What we are looking for

• 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.

We review applications regularly, so don’t hesitate, apply today!

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What we offer

We are passionate about providing amazing opportunities and benefits, so that you can enjoy a lifelong career with us.

• 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!

We review applications regularly, so don’t hesitate, apply today!

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.