Customer Service Representative

Interlock USA, Inc.

Position Summary:

The Customer Service Representative 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 customer contact for issues within the Interlock USA organization, the Customer Service Rep. will work closely with the Customer Service, Supply Chain and Sales teams to increase efficiency in operational procedures, and collaborate on daily, weekly and monthly reporting.

The Customer Service Rep. will be responsible for building and maintaining successful relationships with key business accounts. 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 customers as well as corporate management.

Must be a positive 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 customer service experience in the distribution/manufacturing industry in a similar or related function.


Essential Job Functions:

· Receives order requests for price quotes, confirmations, follow-ups and purchase orders.

· Processes all orders, return authorizations, freight billing and changes or cancellations directly from customer/sales personnel.

· Responds immediately to customer inquiries/ information needs and provides positive, courteous service to customers/sales personnel.

· Answers questions regarding product line, pricing and deliveries. Provides proof of deliveries and samples of product as requested.

· Reacts quickly, thoroughly and effectively to customer crises to assure satisfactory resolution.

· Work closely with sales managers and Supply Chain Department to review customer forecasts and pipelines to ensure timely delivery of scheduled shipments.

· Look for opportunities to improve system processes through team collaboration and data cleansing.

· Support Management with daily, weekly & monthly reporting.

· Keep managers and supervisors updated on customer developments.

· Performs any other duties as assigned.


Minimum Position Qualifications:

· Degree from an accredited college preferred

· Ability to type 35-40 wpm

· Proven customer service background

· Ability to work with an ERP system, Microsoft Dynamics AX experience a plus

· Proficient in Microsoft Office Suite with advanced training in MS Excel

· Strong written and verbal communication skills

· Will thrive in a fast paced environment that is deadline driven with changing priorities on short notice

· Ability to work independently with excellent time management skills

· Strong attention to detail

· Ability to maintain composure during stressful situations

· Flexibility to work overtime if needed with strict adherence to month-end time off blackout dates

· Determination, a strong personality and a good sense of humor a plus

· Cooperative and open to learning the best practices of operating in a highly team-oriented corporate environment



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

· Puts the Customer First - Anticipates customer needs, champions for the customer, and 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, sick and holiday pay. Drug screening required.