Channel Loyalty Representative

Allegion Olathe, KS

About the Job

Channel Loyalty Representative Improve the experience for Allegion customers by providing support for business-related requests in a professional and courteous manner. Strive to deliver a stellar experience and continually improve the level of customer satisfaction through building relationships with the channel partners within an assigned territory, and through proactive communication and monitoring of account requests. Channel Loyalty Representatives act as customer advocate to continually improve the level of customer satisfaction and are responsible for driving customer loyalty for the Security business through exceptional service, pre-purchase support, technical support and problem resolution. + Manage service / support interactions with customers by shaping the customer expectations, delivering on those expectations and deepening customer loyalty via incoming/outgoing calls, emails, and requests. + 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. + Act as a customer advocate to other internal departments of Allegion. Communicate directly with channel partners using a variety of communication tools to identify and resolve issues and inquiries including order status, order expediting and tracking, change orders, document reprints, returns, credits, warranty, price and availability, and other general product inquiries as needed. + 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. + Work with internal departments including factory liaisons to ensure timely and accurate information. + Process time sensitive orders and requests. + Proactively monitor assigned channel partner accounts (if applicable) on a daily basis to resolve potential issues that may impact the quality of the delivery and service/support pieces of the customer experience. + Gather information for the measurement, analysis and reporting of daily activities, as well as for building business intelligence on channel partners. + Meet all service level agreements/expectations as set by management. + Actively participate in cross functional meetings and/or projects as appropriate. + Proactively communicate to customers in regards to orders, products and customer account information. + Maintain awareness of all Allegion policies, guidelines, and procedures to ensure compliance. Allegion is a diverse and inclusive environment. We are an equal opportunity employer and we are dedicated to hiring qualified protected veterans and individuals with disabilities. If for any reason you cannot apply through the career site, please click here at mailto:SpecialAssistance_TalentAcquisition@Allegion.com for special accommodation. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. © Allegion plc, 2014 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370 Allegion is an equal opportunity and affirmative action employer. Privacy Policy at llegion.com/corp/en/home/privacy-statement.html **We are Allegion.** A team of experts. United under a common desire; Protect today innovate for tomorrow. And never settle for the status quo. We believe in anticipating opportunities by sharpening our skills and finding new answers through collaboration. We believe in a safer, more secure world. We believe in providing peace of mind. We believe in being true to ourselves and to those who trust-in our protection. We are many. We are one. **We are Allegion.**