Customer Relationship Manager

Account ManagerSalesFull TimeRemoteTeam 10,001+Since 2013H1B No SponsorCompany Site LinkedIn

Location

Connecticut

Posted

28 days ago

Salary

Not specified

Bachelor Degree1 yr expEnglish

Job Description

• Serve as the primary liaison between Allegion and assigned customer accounts, handling inquiries via email, phone, and customer portals • Provide ETA updates, expedite requests, and resolve questions on missed ETAs, quotes, escalations, and IVR compliance • Participate in weekly, biweekly, or monthly customer conference calls to review SLA performance, open issues, and overall service delivery • Document all updates and customer communications in work orders per customer request • Run daily reports in Field Services (D365), including Open Call and Closed Call Reports • Run daily reports from Customer Portals (primarily Service Channel) for Open Calls, Closed Calls, status checks, IVR compliance, missed ETAs, past due reports, and PM reports • Compare portal data with internal reports to ensure accuracy and compliance • Combine data from Field Services and customer portals to create and distribute daily reports to field teams • Process distributor quotes by entering them into Field Services and submitting them to customers • Submit branch-uploaded quotes to customers • Upload customer approvals into Field Services, add detailed notes, update reports, notify customers of new ETAs, and communicate approvals to branches or distributors • Manage Preventative Maintenance (PM) programs for assigned accounts, including uploading PMs into Field Services for non-automated accounts • Monitor PM completion, send updates to field teams, and drive adherence to deadlines • Open repair notifications for issues found during PMs and quote customers for additional work • Review and resolve daily billing reports from the billing team

Job Requirements

Bachelor’s degree, preferred, or relevant experience (High School Degree Required)
1–2 years of experience in customer service, account management, or service coordination (B2B preferred)
Experience working in Microsoft Dynamics (D365) and customer portals such as Service Channel
Excellent communication skills — able to clearly explain service details, resolve issues, and build trust with customers
Must have a bias for proactive communication methods leveraging direct communication (Phone/Teams) over passive communication (emails)
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
Analytical skills to interpret reports, identify trends, and drive process improvements
Proactive problem-solving mindset and ability to work collaboratively across teams
Understand how to use MS Office programs

Benefits

Health, dental and vision insurance coverage, helping you “be safe, be healthy”
Unlimited Paid Time Off
401K plan with 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