Customer Service Representative I

Job Summary

The Customer Service Representative is the primary touch point for direct accounts and sales representatives. Is well versed in all aspects of Baldwin product lines and processes. Answers a high volume of customer calls, providing knowledgeable answers to questions about product, pricing, and availability. This role is responsible for order entry procedures, managing customer inquiries via phone and email, and processing credit requests. Represents Baldwin and the organization in a professional manner. Manages and maintains new and existing relationships for our customers.

Primary Duties and Responsibilities

• (55%) Ensures the accurate entry and maintenance of orders within 24 hours or receipt submitted via email, Baldwin Express or EDI. Issues credit requests as needed. Provides updated reports to key accounts/sales reps regarding order status, ship dates and sales dollars. Updates customer portals with shipping information. Assists with other departmental duties as required and assists other team members as needed or assigned by management.
• (20%) Knowledgeably, accurately and professionally communicates with and assists customers, sales reps, and all internal and external personnel, both verbally and in writing via phone, email or in person in regard to customer accounts, Baldwin products, services, and company policies.
• (10%) Develops constructive and cooperative working relationships with others and assists team members as needed.  Maintain a balance that supports the best interest of the company and enhances the customer service experience for the customer.
• (5%) Thoroughly and efficiently gathers information from customers and sales reps about product quality issues/defects and report all information to appropriate departments for resolution in a timely manner.
• (5%) Learns new and existing systems to provide back up for other personnel and promote systems usage with our customers. Continuously evaluates and identifies opportunities for process improvements that positively impact the customer experience.
• (5%) May perform other related duties and responsibilities as assigned and/or required.

Education and Experience Profile

Any combination of:

• Associates degree in Business or related field required. Bachelor’s degree preferred
• Minimum 1-3 years of experience in a business/office environment with focus on Consumer Packaged Goods preferred.  Minimum 5 years of experience in lieu of degree will be accepted

Required Skills

• Proficient in MS Office (e.g. Outlook, Microsoft Suite, etc.)
• Have strong organizational skills and the ability to prioritize tasks
• Must have expert level written and verbal communication skills
• Strong decision making and analytical skills
• Strong attention to detail
• Customer focused and action oriented
• Ability to work independently or in a team environment
• Ability to use online resources
• Positive Attitude during challenging times

Work Environment:

Working conditions are normal for a hybrid environment.

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.

The salary range for this role is: $38,500-$42,500.

ASSA ABLOY is an Equal Employment Opportunity/Affirmative Action employer.

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.