Customer Relationship Manager

Customer Relationship Manager (CRM)

The Customer Relationship Manager (CRM) acts as the primary point of contact for assigned customer accounts, managing service requests, performance reporting, preventative maintenance programs, and billing issue resolution. This role is highly customer‑facing, requiring strong communication skills, attention to detail, and the ability to coordinate between customers, distributors, branches, and field technicians to meet service level agreements (SLAs) and exceed customer expectations.

• Customer‑Facing Service Coordination
  • Serve as the primary liaison between Allegion and assigned customer accounts, handling inquiries via email, phone, and customer portals.
  • Provide ETA updates, expedite requests, and resolve questions on missed ETAs, quotes, escalations, and IVR compliance.
  • Participate in weekly, biweekly, or monthly customer conference calls to review SLA performance, open issues, and overall service delivery.
  • Document all updates and customer communications in work orders per customer request.
• Daily Reporting & Service Tracking
  • Run daily reports in Field Services (D365), including Open Call and Closed Call Reports.
  • Run daily reports from Customer Portals (primarily Service Channel) for Open Calls, Closed Calls, status checks, IVR compliance, missed ETAs, past‑due reports, and PM reports.
  • Compare portal data with internal reports to ensure accuracy and compliance.
  • Combine data from Field Services and customer portals to create and distribute daily reports to field teams.
• Quoting & Approvals Process
  • Process distributor quotes by entering them into Field Services and submitting them to customers.
  • Submit branch‑uploaded quotes to customers.
  • Upload customer approvals into Field Services, add detailed notes, update reports, notify customers of new ETAs, and communicate approvals to branches or distributors.
• Preventative Maintenance Program Management
  • Manage PM programs for assigned accounts, uploading PMs into Field Services for non‑automated accounts.
  • Monitor PM completion, send updates to field teams, and drive adherence to deadlines.
  • Open repair notifications for issues found during PMs and quote customers for additional work.
• Billing Issue Resolution
  • Review and resolve daily billing reports from the billing team, addressing IVR compliance issues, NTE discrepancies, recalls, incorrect travel or labor hours, past‑date invoicing restrictions, and missing POs.

• Bachelor’s degree preferred.
• 1–2 years of experience in customer service, account management, or service coordination (B2B preferred).
• Experience working in Microsoft Dynamics (D365) and customer portals such as Service Channel.
• Excellent communication skills — able to clearly explain service details, resolve issues, and build trust with customers.
• Bias for proactive communication methods leveraging direct communication (Phone/Teams) over passive communication (emails).
• Strong organizational skills with the ability to manage multiple priorities in a fast‑paced environment.
• Analytical skills to interpret reports, identify trends, and drive process improvements.
• Proactive problem‑solving mindset and ability to work collaboratively across teams.
• Understand how to use MS Office programs.

• Travel:
  Minimal — approximately 2 weeks per year (customer meetings or training).
• Remote Locations:
  Florida, Indiana, Massachusetts, North Carolina, Ohio.

Allegion is an equal opportunity and affirmative action employer. We celebrate a diverse and inclusive workplace and are committed to providing accommodations for persons with disabilities. We embrace all differences and similarities among colleagues and in the relationships we foster with customers, suppliers and the communities where we live and work.