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ASSA ABLOY Group · 1 day ago

Customer Service Representative II

Austin, TX

Part-time

Onsite

Mid Level

3+ years exp

HID Global is a high-tech software company headquartered in Austin, TX, seeking a Customer Service Representative II to support their growing Customer Service team. The role involves maintaining strong customer relationships and managing inquiries throughout the order lifecycle to ensure an exceptional customer experience.

BiometricsConsumer ElectronicsElectronicsFurnitureHomeland SecurityManufacturingPublic SafetySecurityService IndustrySmart Home

Responsibilities

Serving as a primary point of contact for customer inquiries via phone and email using Salesforce CRM

Maintaining accurate and up-to-date customer data within Salesforce and Oracle (eBS)

Documenting all customer interactions and activities within Salesforce CRM

Proactively communicating order updates or changes to customers as directed by Production Control and/or the CS Order Fulfillment Manager

Escalating complex or persistent issues to appropriate stakeholders, including Customer Care leadership, Regional Sales Managers, BU Champions, or Pre-Sales teams

Building and sustaining strong working relationships with internal and external customers

Ensuring Oracle (eBS) systems are configured with accurate defaults for assigned customer accounts

Resolving pre-booking issues in collaboration with customers and internal partners

Managing escalated customer issues from Customer Service peers

Supporting onboarding and providing guidance to newer team members

Addressing internal order holds as needed

Completing mandatory product and systems training to expand knowledge of HID solutions

Independently handling more complex and specialized customer service tasks

Qualification

Customer service experienceSalesforce CRMOracle (eBS)Microsoft OfficeAdditional languagesCommunication skillsAttention to detailSelf-motivatedTechnical documentation

Required

High School diploma or equivalent

Minimum of 3+ years of customer service experience in a call center or high-volume service environment

Demonstrated commitment to delivering excellent customer satisfaction

Strong verbal and written communication skills in English

Ability to manage multiple priorities with accuracy while meeting SLAs and team goals

Strong attention to detail and follow-through

Self-motivated with the ability to work independently while knowing when to escalate issues

Proficiency with Microsoft Office applications (Word, Excel, PowerPoint)

Preferred

Experience working in a technology-focused or manufacturing environment

Prior experience using Salesforce CRM

Working knowledge of Oracle (eBS)

Ability to communicate in additional languages

Experience reading and interpreting technical documentation or specifications

Benefits

Competitive salary and rewards package

Competitive benefits and annual leave offering, allowing for work-life balance

A vibrant, welcoming & inclusive culture

Extensive career development opportunities and resources to maximize your potential

Company

ASSA ABLOY Group

Glassdoor3.7

ASSA ABLOY Group is a door opening solutions, dedicated to satisfying end-user needs for security, safety, and convenience. It is a sub-organization of ASSA ABLOY Group.

Founded in 1994

Stockholm, Stockholms Lan, SWE

10001+ employees