Customer Relationship Manager

Allegion helps keep people safe and secure through security products and services around the doorway and beyond. The Customer Relationship Manager serves as the primary contact for assigned customer accounts, coordinating service requests, reporting, preventative maintenance, quoting, and billing issue resolution while collaborating with customers, distributors, branches, and field technicians.

Responsibilities:

• 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 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, addressing:

IVR compliance issues NTE (Not-to-Exceed) discrepancies Recalls (no-charge or chargeable) Incorrect travel or labor hours Past-date invoicing restrictions Missing POs (obtain from customer to enable billing)

Requirements:

• 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
• Travel: Minimal- Approximately 2 weeks per year (Customer meetings or training)
• Bachelor's degree preferred