Customer Care Representative

ASSA ABLOY Entrance Systems, an international manufacturer of automated doors, is seeking candidates for a Customer Care Representative position situated, Hamilton NJ.

ASSA ABLOY Entrance Systems is a leading supplier of entrance automation solutions for efficient flow of goods and people. With global product brands such as Besam, Crawford, Megadoor and Albany, we offer complete pedestrian, industrial and high-performance door solutions. We provide a wide number of products and services to a global clientele in more than 100 countries.

ASSA ABLOY Entrance Systems is a division within ASSA ABLOY.

This position requires a self-motivated and results driven individual who is capable of overseeing, under the direction of the Dispatch Supervisor, the field service activities of a very dynamic and busy district office. Further the objectives, duties and responsibilities below, the candidate must be able to effectively work with the service team to improve field operation efficiencies and support the district operation in reducing aging invoices to positively impact DSO.

OBJECTIVES:

• Support all aspects of the district service business.
• Provide and maintain any needed reports for our customers, sales reps, and service management.
• Provide superior customer service to customers via phone and email.
• Provide quick turnaround on District service calls.
• Provide quick responses to local customers.
• Communicate effectively with Service Technicians at all times.
• Cross-train in multiple areas of the department such as quoting, creating purchase orders, etc.
• Producing and follow up on service quotes.
• All other duties as assigned.

RESPONSIBILITIES:

• Responsible for all aspects of customer service including, but not limited to; Answering incoming telephone calls, entering customer information in BAAN, scheduling service calls with customers, efficiently dispatching Technicians via FMP360, providing quotes to customers based on Technicians recommendations (when required), driving upgrades as directed and ordering parts (when required).
• Effectively collect all required service call information including, but not limited to; confirming billing address, confirming purchase order number if required, service call details and ensuring this information is clearly relayed in BAAN when entering service call.
• Provide feedback on status of orders to customers.
• Forward new equipment sales leads to Sales Representatives.
• Maintain monthly reports for key customers as instructed by Service Manager.
• Act as the liaison between production and sales.
• Assist with the phone team to answer corporate calls.
• Identify warranty conversion opportunities and communicate with outside sales representative.

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 61,000 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.