The Customer Care Representative specializes in problem resolutions that, quickly identify delayed orders, facilitate resolution and understand the vast array of SAP tables and how they interrelate and advise optimum setup solutions that establish the foundation for Supply Chain excellence and meet or exceed the customer’s expectation.
This role works to foster a unified, integrated team environment among all division groups including Sales, Distribution, Supply Chain, Finance, and Credit.
*Primary Duties and Responsibilities*
a) Ensure the assigned customer orders are processed and managed timely and accurately in SAP/EDI.
b) Process orders, including proper rebate administration and handle all inbound phone calls for customers in multiple channels of distribution.
c) Administer a high volume of inbound orders for quality and timeliness.
d) Identify and resolve customer orders that are delayed due to product availability, SAP/EDI orders holds and SAP table setup or maintenance issues.
e) Execute order changes in a quality and timely manner, understanding the customer’s requirements.
f) Answer, respond, and resolve all inbound customer inquiries and issues including phone calls, emails and faxes.
g) Enter customer orders promptly and with precision including returns.
h) Build and maintain key relationships with sales, brokers, customers, business analysts, customer care organization, supply chain, finance, and credit teams.
i) Act as liaison with Sales, Distribution and Supply Chain across multiple shipping and contact locations.
j) Identify pricing issues and escalate to sales and pricing enterprise for resolution.
k) Provide backup support for consumer calls as requested.
l) Ensure ASSA ABLOY plan objectives are met on: Customer compliance, customer service level, customer complaints – both internally and externally, order error rate, returns related to order entry errors, phone quantity and quality metrics, and hold releases.
m) Other duties as assigned.
*Education and Experience*
a) Completed bachelor’s degree is a must, preferably in Business.
b) 0-2 years in a customer service environment with focus on customer satisfaction.
c) Previous Co-op experience will be considered.
*Required Qualifications*
d) Accuracy with ability to multi-task in a fast-paced environment.
e) Demonstrated ability to troubleshoot to provide resolution to issues.
f) Excellent written and verbal communication skills.
g) Excellent organizational skills and attention to detail.
h) Intermediate skills in MS Excel and Word.
*Preferred Qualifications*
a) Fluently bilingual in French/English
b) Customer Service/Call Centre Experience
*Environmental Conditions*
Typical office environment.
Hybrid office with expectations to be in office 3 days per week.
The above information on this description has been designed to indicate the general nature and level of work
performed by employees within this job/classification.
It is not designed to contain or be interpreted as
a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
While we thank all candidates for their interest, only those candidates to be interviewed will be contacted.
ASSA ABLOY is an equal opportunity employer committed to ensuring an equitable and accessible workplace.
ASSA ABLOY welcomes and encourages applications from people with disabilities.
Reasonable accommodations are available on request for candidate taking part in all aspects of the selection process.
Job Type: Full-time
Benefits:
* 401(k) matching
* Parental leave
Shift:
* Day shift
Weekly day range:
* Monday to Friday
Work setting:
* In-person
Work Location: In person
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