Manager, Customer & Operations Support

Supporting the brands of ASSA ABLOY Berlin, provide world-class customer service working directly with Operations and other cross-functional teams to manage complex or expedited customer orders throughout the order lifecycle.  This position is embedded in the production floor and works in concert with Order Entry, Customer Service, Operations, Sales, Supply Chain, Department Team Leads and other line personnel to meet order fulfilment goals and communicate with customers and other stakeholders.   

Responsibilities:

• Remain informed of upcoming business wins and review daily Order Entry reports for complex or special orders and expedites.
• Stay vigilant to foresee all variables that may impact on-time delivery and coordinate across multiple functions to solve anticipated problems.
• Monitor auto-scheduling to evaluate order load and adjust where warranted to synchronize multiple product lines.
• Manage direct report who supports Customer and Operation Support team. 
• Keep operations teams informed of any order changes they may not have immediate access to so they may react quickly and appropriately
• Maintain and provide operations team with the various customer facing performance metrics to ensure a team-based approach to meeting customer demands.  Meet or exceed customer metric goals.
• Monitor internal customer communication system and direct inquiries through Extranet and respond within time guidelines as set by the Customer Service Council.
• Maintain a sense of urgency in researching and responding to customers inquiries, providing appropriate follow-up and follow-thru while working with cross functional teams (Materials, Shipping, Engineering, TPS, PDM, IT) to ensure continuity
• Serve as brand liaison between the Customer, Operations and Sales
• Work directly with department leadership and assembly line team leaders to resolve customer issues and provide timely status updates to the customer where appropriate
• Continuously evaluate and identify opportunities to drive process improvements that enhance the customer experience.

Education:

Bachelor’s degree in business administration or relevant field.

Requirements:

• A minimum of 5 years of proven hands-on customer service experience in a manufacturing environment.
• Proficiency in Microsoft Office and customer service software.
• Outstanding written and verbal communication skills.
• Good understanding of management practices and techniques.
• Excellent leadership and interpersonal skills.

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.