Customer Support Specialist

About the role

We are expanding our Customer Service team and are seeking a customer-focused professional who will serve as an external liaison for Distributors, Wholesale Channels, Architects, Door Security Sales professionals, and Contractors. This role is responsible for providing front-line support, proactive follow-up, and timely resolution of customer inquiries to ensure high levels of satisfaction and long-term success for our valued customers. The Customer Service Representative will collaborate closely with both external partners and internal teams—including profit centers, engineering, order entry, shipping, and finance—to support customer requirements at all levels. This position requires accurate and timely follow-through on all order-related issues and a strong commitment to service excellence. This role reports to the Customer Service Manager based in New Haven, CT.

Responsibilities

• Provide guidance and support to customers within assigned territories and assist outside assigned territories as needed.
• Research and respond to inquiries related to pricing, order status, product availability, and shipping details.
• Process Customer Complaint Forms (CCFs) and Return Goods Authorizations (RGAs) within 24 hours of receipt to ensure replacement product is shipped within five days.
• Resolve all Delivery Order Number (DON) inquiries related to customer orders in accordance with the five-day resolution policy.
• Review and utilize customer-specific information as required.
• Exercise sound judgment to balance customer satisfaction with company policies and procedures.
• Continuously evaluate processes and identify opportunities for improvement to enhance customer experience, as measured by Net Promoter Score (NPS).
• Ensure compliance with all corporate policies and departmental procedures.
• Utilize the Customer Relationship Management (CRM) system as applicable.
• Maintain current knowledge of products and participate in required product training and customer service development sessions.
• Collaborate with team members, including order processors, to reduce RGAs and credits caused by internal errors.
• Demonstrate high standards of professionalism at all times, including adherence to the Code of Conduct.
• Perform additional duties as assigned.

Qualifications

• Minimum of 5+ years of customer service experience in a manufacturing environment, or equivalent work experience; Bachelor's degree preferred.
• Strong analytical and problem-solving skills with excellent attention to detail and a high level of accuracy.
• Exceptional interpersonal and communication skills.
• Excellent written communication skills, including spelling and grammar, due to a high volume of email and chat correspondence.
• Proven ability to deliver outstanding customer experience through consistent engagement, subject matter expertise, and operational excellence.
• Strong computer proficiency, including Outlook, Excel, and Word; experience with JDE is a plus.
• Team-oriented professional who thrives in a fast-paced, diverse environment while managing multiple applications simultaneously.

Benefits

• Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on our products and discount programs for travel, entertainment, and more.