Customer Service Associate

Interlock USA

Position Summary:

The Customer Service Associate is an integral part of the Customer Service team at Interlock USA, an ASSA ABLOY Group company specializing in window and door hardware manufacturing and distribution throughout North America. As the initial East Coast customer contact for issues within the Interlock USA organization, the Customer Service Associate will work closely with the Customer Service & Marketing Manager as well as the East Coast Sales Team to increase efficiency in operational procedures, and collaborate on daily, weekly and monthly reporting. 

The Customer Service Associate will be responsible for building and maintaining successful relationships with key business accounts. Responsibilities include fielding telephone and email inquiries, order entry, timely follow-up and accurate reporting. Candidates must have leadership experience and an in-depth understanding of relationship-building techniques, with superior communication skills, a genuine care for quality of service, and an ability to generate meaningful reports for business customers as well as corporate management. 

Must be a role model and demonstrate the company’s core values of respect, honesty, integrity, and diversity. The ideal candidate would have a minimum of 5 years experience in the distribution/manufacturing industry in a similar or related function.

 

Essential Job Functions:

  • Support Sales Management with daily, weekly & monthly reporting
  • Work closely with sales managers and supply chain department to review customer forecasts and pipelines.
  • Address customer inquiries that come to Interlock USA through phone calls and emails.
  • Ensure all tasks are conducted with accuracy and in a customer first manner.
  • Professionally resolve and manage difficult customer situations.
  • Ability to work with an ERP system, Microsoft Dynamics AX experience a plus.
  • Serve as a liaison between Interlock USA and the customer.
  • Ability to problem-solve with a goal of first contact resolution.
  • Input accurate customer orders, create picking lists for the warehouse floor and review inventory status in the ERP inquiry screen.
  • Keep managers and supervisors updated on customer developments.
  • Support for the regional sales and independent rep teams.
  • Support Customer Service Manager with high level customer issues and report analysis.
  • Process end of the day invoice entry.

Minimum Position Qualifications:

  • Minimum 2 year degree required.
  • Ability to type 35-40 wpm.
  • Proven customer service background.
  • Experience with Microsoft Dynamics AX preferred.
  • Proficient in Microsoft Office Suite
  • Advanced training in MS Excel a plus.
  • Strong written and verbal communication skills with the ability to effectively relay information to customers and push projects along internally.
  • Ability to organize and prioritize a variety of tasks/projects.
  • Ability to work independently and within a team.
  • Strong attention to detail is required.
  • Ability to maintain composure during stressful situations.
  • Flexibility to work overtime if needed.
  • Bi-lingual (Spanish) a plus

 

Behaviors/Skills:

Some of the Leadership Behaviors needed to successfully perform this position are:

  • Puts the Customer First - Anticipates customer needs, champions for the customer, acts with customers in mind, exceeds customers’ expectations, gains customers’ trust and respect.
  • Communicates effectively and candidly - Communicates clearly and directly, approachable, relates well to others, engages people and helps them understand change, provides and seeks feedback, articulates clearly, actively listens.
  • Achieves results through teamwork – Is open to diverse ideas, works inclusively and collaboratively, holds self and others accountable, involves others to accomplish individual and team goals.
  • Leads through positive influence – Demonstrates strong character; builds partnerships; models a conscious balance between work and personal life; takes personal responsibility for own development; role models leadership qualities such as motivation, inspiration, passion and trust.
  • Leads change and innovation - Challenges the status quo, embraces technology, puts forward creative ideas, champions and implements process improvements, gathers the ideas of others, demonstrates good judgment about which ideas will work.
  • Executes with excellence - Is action oriented, drives for results, sets clear expectations and milestones, reviews progress, acts decisively, solves problems, can be counted on to consistently meet or exceed goals.
  • Provides clear and strategic direction - Plans and organizes well, sets a clear and simple course of action, stays focused on the most important priorities, has the ability to visualize and plan for the future, understands the industry and marketplace. 

 

Interlock USA, Inc. offers a competitive compensation package including health, dental, vision benefits for you and your family, 401(k), vacation and holiday pay. Drug screen is required.