Order Management, Customer Experience and Operations Support Specialist - ASSA ABLOY Access and Egress Hardware Group, Inc.

Order Management, Customer Experience and Operations Support Specialist

Location: Berlin, CT (This is an onsite position)

Reports to: Centrios Shipping, Operations & Logistics Manager 

Centrios radically simplifies access management for small and growing businesses. We bring together thoughtful products and easy to use software in a single platform that’s easy to use so our customers can focus on the things that matter most.

ASSA ABLOY is a global leader in door opening solutions. Every day, we help billions of people move through a safer, more open world with ease. If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. ASSA ABLOY’s offerings include products and services related to locks, doors, gates, and entrance automation such as controlling access and confirming identities with keys, cards, tags, mobile and biometric identity verification systems, mechanical and digital locks, cylinders, security doors and automated entrances.

Are you customer service oriented and passionate about taking care of customers? Do you like being empowered to go above and beyond to make sure each customer has a great experience with your brand? If so, the Order Management, Customer Experience and Operations Support Specialist may be the right one for you! In this position, you will work closely with the Customer Experience, Sales and Shipping teams to make sure our customer’s needs are addressed. You will also communicate directly with customers and manage inbound orders, confirm accuracy of orders, and assist with order changes.

Responsibilities: 

• Prioritize orders based on program parameters 
• Work to become a product expert to enter orders accurately

• Perform accurate data entry of detailed information related to sales orders in accordance with established standards 

• Process customer orders under strict deadlines and effectively communicate any processing or shipping delays to customers via appropriate communication channels

• Effectively build relationships with key internal and external stakeholders 

• Tactfully and professionally communicate company policies, procedures and standards related to order processing, customer service and operations to customers 

• Process replacement orders or warranty return requests in coordination with the Customer Experience Team 
• Process EDI Orders

• Collaborate with shipping and production teams to coordinate priority orders 

• Promote company vision of providing world class service through the establishment and enforcement of rules, policies, procedures, “best practices” and continuous improvement ideology 

• Perform special assignments and projects as assigned 
• Assist with Product Data Management
• Create part numbers within JDE and perform testing
• Assist Customer Experience Team with inbound calls and processing Salesforce cases
• Assist with Inventory management and Submit Stock Purchase orders
• Participate in internal meetings and provide feedback

Education, Experience, skills and requirements: 

• Associates or Bachelor’s Degree preferred  
• At least 3 years of experience in product support, order management, customer service and relationship management and client experience preferred 
• A problem solver able to multi-task in a fast-paced team environment  

• Strong verbal and written communication skills  

• Excellent organizational, time management and prioritization skills  

• Self-starter with a solid ability to manage responsibilities with minimal supervision 

• High level of computer literacy and aptitude with the ability to learn and embrace new technology 

• Proficient in Microsoft Office Products  

• JDE Systems experience preferred 

• Knowledge of Salesforce desired 

• Willingness and ability to work extended hours as needed  

• High level of accuracy and attention to detail is a must  
• This is an on-site position, based in Berlin, CT.  
• This position requires up to 10% travel

This is a non-exempt position and includes a competitive compensation and benefits package. The wage range for this role considers a broad scope of factors that are considered when making compensation decisions. Pay within each range is based on a variety of factors including, but not limited to, to primary work job-related knowledge, skills, experience, training, licensure and certifications, business requirements, geographic location and other business and organizational needs. ASSA ABLOY conducts regular review of compensation ranges and therefore reserves the right to alter this range at any given time.

“Let’s open the doors to the future – together!”

Working for ASSA ABLOY means that you will be part of a dynamic environment, developing innovative solutions to improve our customers' lives. As the global leader in door opening solutions, we are using the latest technologies to open doors to events, hospitals, education, homes, hotels, airports and businesses. Joining ASSA ABLOY means being part of a fast-moving company with many opportunities.

ASSA ABLOY is an Equal Opportunity Employer/Minorities/Females/Disabled/Veteran

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