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CX Sales Order Support

Company: Allegion plc
Location: Cincinnati
Posted on: November 11, 2019

Job Description:

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 11,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Allegion (NYSE: ALLE) helps keep people safe where they live, work and visit. Allegion is pioneering safety as a provider of security solutions for homes and businesses through 23 global brands. Allegion specializes in security around the doorway and beyond: everything from residential and commercial locks, door closers and exit devices, steel doors and frames, to access control and workforce productivity systems. Allegion is a $2 billion business employing more than 7,600 people and offering products in more than 120 countries across the world. As an advocate for better safety around the world, Allegion comprises thought leaders and visionaries who solve customers toughest security challenges. Were progressive, collaborative, expert and forthright in all that we do. Were looking for talented people to advance their careers and grow alongside our business. We invite you to connect with us today. Steelcraft is a manufacturer of Hollow Metal Doors & Frames, located in Blue Ash, Ohio. We are a division of Allegion PLC, whose mission is to Make the World a Safer Place. Steelcraft employs 700 people in the Cincinnati area in a large scale manufacturing facility, with a 75 year history of providing great customer service. We pride ourselves on the growth and innovation that we have seen in the last several years, as exemplified by a business is growing at a substantial rate. We are always looking for great employees who enjoy working in a fast paced, rewarding environment. CX Sales Order Support Position Summary: Improve the experience for Allegion customers by providing support for business-related requests in a professional and courteous manner. Strive to deliver a stellar customer experience and continually improve the customer experience through building relationships with the channel partners within an assigned territory, and through proactive communication, and account monitoring. Position Responsibilities : Primary responsibilities include, but are not limited to: 1) Manage service / support interactions with customers by shaping the customer expectations, delivering on those expectations and deepening customer loyalty via incoming / outgoing calls, emails, and requests. 2) Understand the basic profile of the customer and their most common needs and expectations. Tailor the support approach to fit particular customers and/or situations within established guidelines, setting the stage for an exceptional customer experience. 3) Act as a customer advocate to other internal departments of Allegion. 4) Communicate directly with channel partners to identify and resolve issues and inquiries including order status, order expediting and tracking, change orders, document reprints, returns, credits, warranty, price and availability, and other general product inquiries as needed. 5) Complete initial troubleshooting on return and warranty claims and escalate as necessary. 6) Gather and document service request information from the channel partners through the effective use of CRM tools. 7) Utilize and manage all appropriate ERP business systems for assigned product bands. 8) Work with internal departments throughout the sector and with factory liaisons to ensure timely and accurate information is provided to channel partners. 9) Proactively monitor channel partner accounts within the assigned territory on a daily basis to resolve potential issues that may impact the quality of the delivery and service/support pieces of the customer experience. 10) Gather information for the measurement, analysis and reporting of daily activities, as well as for building business intelligence on channel partners. 11) Meet all service level agreements/expectations as set by management. 12) Serve as liaison to assigned RSO to continually provide updates on customer issues or interactions. 13) Proactively communicate to customers in regards to orders, products and customer account information. 14) Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance. Experience and Skills Required : - Exceptional focus on Customer Service and Outside In thinking. - Ability to interact and communicate effectively with internal and external customers - Experience with process improvement initiatives - Excellent problem solving skills in a complex environment - Knowledge of hollow metal doors and frame business helpful and recommended, but not required - Collaboration and the ability to be an agent for change - Ability to utilize analytical tools ( Dynamics, AS 400, Excel, MSBI) Position located in Blue Ash OH. No relocation offered. Allegion employees are critical to our shared success. We are committed to helping our employees reach their professional, personal and financial goals. We offer competitive compensation that aligns with our business strategies and comprehensive benefits to help you live your healthiest. We are committed to building an inclusive and diverse culture that engages as well as values the different backgrounds and experiences of our employees, which in turn spurs innovation, generates creative solutions and enhances our customer relations. We Celebrate Who We Are! Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because were required to, but because its the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team. Allegion is an equal opportunity and affirmative action employer Allegion is an equal opportunity and affirmative action employer. Privacy Policy Allegion plc, 2014 - Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER ******

Keywords: Allegion plc, Cincinnati , CX Sales Order Support, Sales , Cincinnati, Ohio

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