Title: Customer Excellence Specialist DATE: April 2024

Salary/Classification: Salary/Exempt

Reports to: VP and Head of Americas - Construction

Customer Excellence Specialist

Job Summary: As a Customer Excellence Specialist, you will play a pivotal role in ensuring our customers have a seamless experience from onboarding through ongoing support. You’ll be the bridge between our customers and the company, addressing their needs, resolving issues, and providing timely solutions. This role combines remote support work with occasional construction site visits to enhance customer satisfaction.

Responsibilities:

1. Customer Support:
   • Respond to customer inquiries via phone, email, and live chat, providing timely and accurate assistance.
   • Handle troubleshooting requests, product-related questions, and order inquiries.
   • Document customer interactions, transactions, comments, and complaints.
2. On-Site Visits:
   • Conduct on-site visits to assist with customer onboarding, product installations, and training.
   • Collaborate with cross-functional teams to ensure a smooth transition for new customers.
   • Provide personalized support during face-to-face interactions.
3. Remote Assistance:
   • Assist customers remotely by troubleshooting technical issues, guiding them through product features, and addressing concerns.
   • Use various communication channels (phone, email, chat) to provide exceptional service.
4. Customer Relationship Management:
   • Build strong relationships with customers, understanding their unique needs and challenges.
   • Proactively identify opportunities to enhance customer satisfaction and loyalty.
   • Escalate complex issues to the appropriate teams for resolution.
5. Travel:
   • Approximately 30% travel required for on-site visits, customer meetings, and training sessions.
   • Plan travel logistics, including scheduling, accommodations, and transportation.

TECHNICAL SKILLS:

You will have a minimum of 1 year’s business to business direct sales/customer service experience, be intelligent, well presented and confident. You will be likeable, be able to quickly build rapport with new contacts, and be resilient and target driven. You will be a self-starter who is able to operate independently when needed.

Technically, you will need to have a basic understanding of technical concepts including back-end systems, software integrations, and user experience flows, as well as experience selling and performing customer service for complex IT solutions including integrations with different platforms.

GENERAL REQUIREMENTS:

The Customer Excellent Specialist will comfortable visiting construction sites and be required to perform other duties over and above core development responsibilities. This includes, but is not limited to:

• Basic product development assistance;
• Customer negotiation or assistance;
• Input into the strategic planning of the business;
• Other duties as requests by the management team.

PERSONAL ATTRIBUTES:

• Ability to work within a team environment. Evidence of this would be prior experience of having been part of a successful team.
• Good communication skills. Evidence of this would be successful publications, production of well written proposals/reports etc.
• A commitment to high quality products and services, and to high ethical standards. Evidence of this commitment would be the standards achieved in previous positions;
• Good time management skills. Evidence of this would be the ability to complete assigned tasks on time.

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 50,000 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.

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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.