Specialized Customer Solutions Representative

About the role

Curries, an ASSA ABLOY brand, is seeking a Specialized Customer Solutions Representative to join our manufacturing facility in Mason City, Iowa. This full-time, on-site role reports directly to the Customer Service Manager and plays an integral part in ensuring customer success and satisfaction.

You will provide front-line support, follow-up, and resolutions while working closely with internal teams such as Engineering, Sales, Production, and Distribution, as well as external partners including Suppliers, Distributors, Architects, and Contractors.

Responsibilities

• Manage customers' technical and complex inquiries, issues, and complaints to ensure high customer satisfaction.
• Handle and support the complete order process, including pre-sale and post-sales service functions.
• Provide effective solutions and support to ensure customer satisfaction.
• Qualify customers, ask questions to learn about their needs, answer questions, and resolve problems.
• Support the company's sales, service, and administrative departments.
• Collaborate with management to stay updated on new products, services, sales promotions, and policies.
• Interact with customers, listen to and address their questions and concerns.
• Demonstrate, explain, and recommend solutions, products, or services, converting to sales when appropriate.
• Suggest areas of improvement to management to increase customer satisfaction.
• Identify and recommend updates to policies and procedures as needed.
• Compile information from customers, examine problems, and provide assistance regarding accounts, product availability, pricing, service changes, discontinuance, shipping, operation, and maintenance.
• Expedite orders when necessary.
• Investigate and correct errors, following customer and company records.
• Submit complaints of product or service failure to appropriate departments for investigation.
• Place outbound calls and communications to notify customers of updates, including new products, order status changes, or price changes.
• Interact with customers by phone or in person to provide information and ensure the best technical service possible.
• Answer customers' technical questions regarding product operation or maintenance.
• Liaise between development, operations, engineering, sales, distributors, and customers.
• Refer complaints of product or service failure to appropriate departments for investigation.
• Coordinate customers' service needs with other departments to ensure customer service.
• Receive orders, resolve billing complaints, and explain product or service usage.
• May visit customer premises to resolve problems.
• Maintain customer relationships through communication, professionalism, and strong service.

Requirements

• Strong math skills.
• Excellent computer skills with experience in Microsoft Office (Excel, Word, PowerPoint, Outlook), Internet, etc.
• Excellent organizational, planning, and analytical skills.
• GED or High School diploma required.
• Two (2) to Four (4) years of manufacturing industry experience preferred.
• Associates Degree or Bachelor’s Degree in Business, Engineering, or a related area of study preferred.
• Ability to communicate effectively, both verbally and in writing.
• Strong attention to detail and the ability to interpret technical information such as templates, blueprints, and production drawings.
• Good analytical and critical thinking skills.
• Willingness to work in a collaborative team environment.
• Able to work on own initiative without immediate supervision.

Benefits

• Competitive salary.
• Paid vacation, sick time, and company holidays.
• Medical, dental, vision, short- and long-term disability, life, and AD&D insurance.
• 401(k) program with company contributions.
• Tuition reimbursement, learning, and career development opportunities.
• Flexible spending.
• Employee Assistance Program.
• Gym reimbursement.
• On-site health clinic.
• Discount portal.
• Recognition, well-being, and employee experience programs.

This is a full-time, on-site position located in Mason City, Iowa.