Customer Support Specialist

ASSA ABLOY Opening Solutions

. Serve as the primary liaison between ASSA ABLOY and distributors, wholesale channels, architects, DSS Sales team, and contractors .

Posted 10/6/2026full-timeNew Haven • Connecticut • United StatesMid-LevelSenior💰 $32 - $39 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service capabilities with a focus on relationship building, problem-solving, and operational excellence in a manufacturing environment. Proficient in utilizing CRM tools and maintaining compliance with company policies to enhance customer experience.

Highest-signal resume keywords

Customer Service ExperienceAnalytical SkillsInterpersonal CommunicationMicrosoft Office ProficiencyProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceOrder ProcessingIssue ResolutionData AnalysisProduct Knowledge

Soft Skills

Attention to DetailProblem-SolvingRelationship BuildingProfessionalismCommunication Skills

Tools & Technologies

CRM ToolsMicrosoft OutlookMicrosoft ExcelMicrosoft WordJDE

Industry Keywords

Manufacturing EnvironmentCustomer ExperienceNPSASSA ABLOY Code of ConductService Guidelines

About the role

Key responsibilities & impact

Serve as the primary liaison between ASSA ABLOY and distributors, wholesale channels, architects, DSS Sales team, and contractors
Provide frontline customer support and drive issue resolution
Partner with engineering, order entry, shipping, finance, and manufacturing sites to support customer requirements and resolve order-related issues
Provide guidance and assistance to customers within assigned territories and support other territories as needed
Research and respond to inquiries regarding pricing, order status, product availability, and shipping information
Process CCFs and RGAs within 24 hours of receipt to support timely shipment of replacement products
Resolve DON inquiries related to customer orders within established service guidelines
Utilize ASSA Connect to review customer-specific information and support customer needs
Balance company policies with customer satisfaction when making decisions
Identify and support process improvement opportunities that enhance customer experience and positively impact NPS results
Maintain compliance with company policies and procedures related to customer service operations
Utilize CRM tools and databases when applicable
Maintain current knowledge of products, systems, and customer service best practices
Partner with order processors to reduce errors resulting in credits and returns
Support the Manager of Customer Service as needed
Perform other duties and responsibilities as assigned

Requirements

What you’ll need

Minimum of 5 years of Customer Service experience in a manufacturing environment required
Bachelor's degree preferred
Strong analytical and problem-solving skills with excellent attention to detail and accuracy
Excellent interpersonal, verbal, and written communication skills
Strong writing, spelling, and grammar skills due to a high volume of email and chat communication
Proven ability to deliver an exceptional customer experience through relationship building, product knowledge, and operational excellence
Proficiency with Microsoft Outlook, Excel, and Word
Experience with JDE is a plus
Ability to manage multiple systems and priorities simultaneously in a fast-paced environment
Must demonstrate professionalism and uphold the ASSA ABLOY Code of Conduct

Benefits

Comp & perks

Annual bonus opportunity
Paid vacation and sick time
13 paid holidays
Job-protected leave benefits in accordance with applicable laws
Medical, dental, vision, and life insurance coverage
Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA), subject to eligibility requirements
401(k) plan with company matching and contributions, subject to plan eligibility
Supplemental life insurance
Short-term and long-term disability coverage
Employee discount programs
Required training, regular feedback, and development opportunities