Customer Service Representative

Description

Summary of Position

External liaison with Distributors, Wholesale Channels, Architects, DSS Sales and Contractors. You will be responsible for providing front-line support, follow up and assist with resolutions ensuring the success and satisfaction of our valued customers. Work with all external and internal organizations including profit centers, engineering, order entry, shipping and finance to support all levels of customer requirements. Provide timely and accurate follow through on all order-related issues. Support Manager of Customer Service as required.

Principal Responsibilities

• Provide guidance and assistance to customers in assigned territory(s) as well as outside of assigned territory(s) as needed.
• Research & respond to inquiries regarding pricing, order status, product availability and shipping information.
• Process CCFs and RGAs within 24 hours of receipt to ensure 5-day shipment of replacement product.
• Resolve all DON questions pertaining to customer orders within 5-day policy.
• Utilize ASSA Connect to review customer specific information as needed.
• Make sound decisions that maintain a balance between company policy and customer benefit.
• Continuously evaluate and identify opportunities to drive process improvements that positively influence the customer experience as measured by our NPS score.
• Maintain adherence to corporate policy & procedures relating to all functions within the department.
• Utilize CRM database when applicable.
• Maintain up to date knowledge of our products, participate in all product training sessions and customer service skills as required.
• Work with team members (including order processors) to reduce the number of RGAs and Credits due to department errors.
• Display high standards of professional conduct at all times, Including ASSA ABLOY Code of Conduct.
• Perform duties as assigned and warranted.

Requirements

• Equivalent work experience (minimum 5+ years in Customer Service) from a manufacturing environment.
• B.S Degree a plus.
• Excellent analytical and problem-solving abilities with a keen attention to detail and a commitment to accuracy.
• Very Strong Interpersonal & Communication Skills.
• Must have excellent written, spelling, and grammar skills due to a high volume of email/chat responses.
• Proven track record of delivering an outstanding customer experience through a combination of frequent engagement, subject-matter-expertise, and operational excellence.
• Excellent computer skills, proficiency in Outlook, Excel, and Word, JDE a plus.
• Team-Oriented personality who works well in a diverse fast-paced environment with multiple applications simultaneously.

Job Type & Location

This is a Permanent position based out of New Haven, CT.

Pay and Benefits

The pay range for this position is $65000.00 - $80000.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Workplace Type

This is a fully onsite position in New Haven, CT.

Application Deadline

This position is anticipated to close on Oct 23, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI)

We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.