Specialized Customer Solutions Representative

Are you an experienced customer service professional who has a passion for meeting and exceeding the expectations of your customers? Do you come from the door, hardware, architectural, construction, building materials or a related industry? Are you looking for a position that will afford you the opportunity to be in an environment where you have a voice and can truly see the impact of your efforts?

If you answered yes to these questions, then this position could be for you! Curries, an ASSA ABLOY brand, is looking to add a Specialized Customer Solutions Representative to our manufacturing facility located in Mason City, Iowa. This is a full-time, on-site role reporting directly to the Customer Service Manager. Come see who we are at:  Our team is growing and there has never been a more exciting time to join us!

You would play an integral role in ensuring the success and satisfaction of our customers. You will be responsible for providing front-line support, follow-up and assisting with resolutions ensuring customer satisfaction. This position will have the opportunity to work closely with internal teams such as Engineering, Sales, Production and Distribution, as well as an external liaison with Suppliers, Distributors, Architects, and Contractors.

• Manage customers' technical and complex inquiries, issues, and complaints to ensure high customer satisfaction for a company.
• Handle and support a customer's complete order process which includes pre-sale and post-sales service functions.
• Provide effective solutions and support to ensure that all customers are satisfied.
• Qualify customers, asks questions to learn about their needs, answers questions, and resolves problems.
• Supports the company's sales, service, and administrative departments.
• Collaborates with management to keep updated on new products, services, sales promotions, and policies.
• Interacts with customers and listens to and addresses their questions and concerns.
• Demonstrates, explains, and recommends solutions, products, or services, and converts to sales when appropriate.
• Suggests areas of improvement to management staff to increase customer satisfaction.
• Identifies and recommends needed updates to policies and procedures as needed.
• Compiles information from customer, examines problem, and gives information or assistance regarding accounts, product availability, pricing, changes in service, discontinuance, shipping, operation and maintenance.
• Expedites orders when necessary.
• Investigates and corrects errors, following customer and company records.
• Submits complaints of product or service failure to appropriate department(s) for investigation.
• Places outbound calls and other communications to customers to notify them of updates, including availability of new products and services, changes in order status or price changes.
• Interacts with customers by phone or in person to provide information; ensures the best technical service possible.
• Answers customers' technical questions regarding product or service and operation or maintenance.
• Liaises between development, operations, engineering, sales, distributors and customers.
• Refers complaints of product or service failure to appropriate departments for investigation.
• Coordinates customers' service needs with other departments as required to ensure customer service.
• May receive orders, resolve complaints about billing, and explain how to use product or service.
• May visit customer premises to resolve customer problems.
• Keeps and maintains customer relationships through communication, professionalism and strong service.

• Strong math skills.
• Excellent computer skills with experience in Microsoft Office (Excel, Word, PowerPoint, Outlook), Internet, etc.
• Excellent organizational, planning, and analytical skills necessary.
• GED or High School diploma required. Two (2) to Four (4) years manufacturing industry experience preferred.
• Associates Degree or Bachelor’s Degree in Business, Engineering, or related area of study preferred.
• Ability to communicate effectively, utilizing both verbal and written…