Customer Experience Specialist

Location: Phoenix, AZ

Position Overview:

The Customer Experience Specialist will act as the front-line support to our customer base by providing support, resolutions and following up to ensure customer satisfaction. This position will work closely with our internal teams (Engineering, Sales, Production and Distribution), as well as act as an external liaison with suppliers, distributors, architects, contractors, etc.

Responsibilities:

• Review and respond to general customer questions, opportunities, and sales leads, and make recommendations for customers based on their unique business needs.
• Identify customer plan features and benefits that can be of value and make upgrades or expansion recommendations.
• Work to provide quick resolutions to customer queries and situations.
• Help to assess and research customer issues and resolve them in a timely manner.
• Provide general and technical information, as requested by customers.
• Communicate with customers on discrepancies and/or delivery conflicts.
• Facilitate connections between customers and the outside sales organization or channel partners for sales, service, or installation.
• Facilitate seamless handoff for customers to and from technical support.
• Ensure customer satisfaction to increase loyalty and retain business / continuation of service.
• Maintain relationships with active customers through proactive and periodic personal communication.
• Ensure customer contact/product/subscription information is current and updated.
• Collaborate with separate operating company, order management and warehouse teams to identify order status, expedite and change orders as needed.
• Process replacement orders or warranty return requests from new and existing customers and following up on orders held for question.
• Assure compliance with federal, state, local and corporate policies, regulations, AADG programs and policies and the ASSA ABLOY Code of Conduct.
• Perform special assignments and projects as assigned.

Requirements:

• Self-motivated, self-regulating, and able to meet job expectations with minimal supervision.
• Excellent verbal, written communication, and organizational skills.
• Proficient computer skills with knowledge of Microsoft preferred.
• Knowledge of Salesforce or other client and/or partner record management systems.
• Reliable transportation, as this is a work-from-home position that may require some in-office work/meetings/training/interactions.
• Ability to travel up to 5%-10%.

Qualifications and Experience

• High School Diploma/GED required.
• Bachelor’s degree in business, business administration, engineering, or a relevant field preferred.
• Minimum of 5 years of experience in product support, customer service, relationship management, or client experience capacity required

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 52,000 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.