Allegion Field Order Support Representative in Diamond Bar, California
Field Order Support Representative
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. We’re progressive, collaborative, expert and forthright in all that we do. We’re looking for talented people to advance their careers and grow alongside our business. We invite you to connect with us today.
As a Field Order Support Representative within the Digital Customer Experience team, you will have responsibility for supporting customer experience elements which will influence a digital, customer-centric organizational culture. You will use complex problem solving and strong relationship and customer support skills to assist the customer via phone, email, and face-to-face to gain an understanding of the customer pain points, and partner throughout the organization to drive improvements. This role will contribute to the post-order support team and ensure permanent resolution to chronic customer issues which requires a proven, solid foundation in customer issue identification, support and resolution.
Provide high touch support in the field to identify customer pain points
Serve as a resource in responding to specific client inquiries via digital tools, email, and phone
Gather Voice of the Customer feedback and observations to provide deep customer understanding back into the organization
Collaborate with key partners, including but not limited to, Customer Experience Managers, Sales Reps/Leaders, and Customers to support the field experience
Assist in the identification of programs and/or projects to mitigate issues with the customer base
Partner with the pre-order support teams, factories, product management, and quality to prioritize issue resolution
Participate with Customer Experience Managers to develop and implement formal projects to eliminate chronic, systemic issues that negatively impact the customer’s experience
Assume post-order support duties for any customer account relationship not already identified as strategic within a region, but still considered “of value”
Serve as an Allegion ambassador actively participating with Sales in customer site visits to better understand the customer’s pain points and to foster a customer-facing relationship with intentions of increasing brand loyalty and revenue growth
Make reasonable decisions on the frontline and coordinate efforts to implement effective change accordingly
Dotted line reporting back into Customer Experience Manager to provide key insights regarding the overall customer experience, specifically regarding issues and changes per order
Support Return Material Authorization (RMA) team with warranty labor issues such as completing paperwork, call backs, etc.
Assist in the delivery of training for adoption of digital solutions with customers
Provide assistance for process and system implementations impacting sales touchpoints and customers
Provide high-touch responsiveness to customer issues to resolve problems and to track/trend issues to drive improvement practices deeper in the organization
Provide local onboarding support to Sales for new Sales Representatives relative to the Digital Customer Experience
Bachelor’s degree in Business (or relevant field) preferred
3+ years progressive customer facing experience
Exceptional customer focus with ability to understand customer needs
Ability to interact and communicate effectively at all levels of the organization
Experience with process improvement initiatives
Excellent oral, written and presentation skills
Problem solving ability in a complex environment
Experience in driving process improvements and transactional efficiencies
Customer centric with the ability to balance customer benefits and business goals effectively
Strong organizational skills with the ability to execute/implement on strategic design
Capability to manage multiple priorities, manage virtual teams and gain cooperation while driving accountability
Collaboration and strong interpersonal skills leading within the organization as a change agent
Experience with multiple ERP (Oracle, SAP, Microsoft Dynamics, etc.) and CRM (Siebel, Dynamics CRM)
Advanced experience utilizing analytical tools (e.g. Excel, Access, MSBI)
Allegion is a diverse and inclusive environment. We are an equal opportunity employer and we are dedicated to hiring qualified protected veterans and individuals with disabilities. If for any reason you cannot apply through the career site, please click here at mailto:SpecialAssistance_TalentAcquisition@Allegion.com for special accommodation.
All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.
© Allegion plc, 2014 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland
REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370
We are Allegion.
A team of experts.
United under a common desire;
Protect today innovate for tomorrow.
And never settle for the status quo.
We believe in anticipating opportunities
by sharpening our skills
and finding new answers
We believe in a safer, more secure world.
We believe in providing peace of mind.
We believe in being true to ourselves and to those
who trust-in our protection.
We are many. We are one.
We are Allegion.