[Hiring] Order Management Representative @Allegion

Role Description

As an Order Management Representative, you are a crucial part of the Allegion team, responsible for processing time sensitive orders and customer requests to meet customer and company commitments, interacting with external customers via email and phone to provide a superior level of customer service. This position will also work closely with various internal departments including sales, operations, marketing, IT, and finance to deliver a positive customer experience while meeting our corporate goals and policies.

What You Will Do:

• Manage service/support interactions with customers by shaping expectations, delivering on those expectations, and deepening customer loyalty via incoming/outgoing calls, emails, and requests.
• Proficient in basic knowledge of product and features for assigned brands/product category and ability to identify and/or communicate basic work order management functions (i.e., indexing, First Review).
• Identify and complete basic order entry functions within assigned quality and production metrics.
• Understand the basic profile of the customers, and their most common needs and expectations; tailor the support approach to fit particular customers and/or situations within established guidelines.
• Complete troubleshooting and subsequent documentation on return and warranty claims and escalate as necessary.
• Gather and document service request information through the effective use of CRM tools.
• Utilize and manage all appropriate ERP business systems for assigned product bands.
• Process time sensitive orders and requests: receive, edit, and enter incoming customer purchase orders in an accurate and timely manner.
• Review, verify and make corrections as necessary to ensure accurate information and order specifications.
• Contact customers to resolve unclear order issues.
• Manage orders in the business system through the entire order cycle.
• Gather data for measurement, analysis and reporting.
• Meet all service level agreements as set by management.
• Additional duties as assigned by manager.

Qualifications

• 6+ months years customer service or order entry experience
• HS Diploma or GED required; Bachelor’s degree preferred
• Strong written and verbal communication skills
• Working knowledge of PC based software applications (Microsoft Office – Outlook, Word, Excel) & basic web applications.
• Ability to multi-task, prioritize, and manage time efficiently
• Ability to identify recurring customer issues across brands/products
• Ability to develop cross-functional, professional working relationships
• Candidate must live in Missouri or Kansas for this role

Benefits

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”
• Competitive Paid Time Off
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
• Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
• Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
• Disability Insurance – Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
• Life Insurance – Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program – Simply complete wellness activities and earn monetary rewards
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can “serve others, not yourself”
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching