At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.
Stanley Access Technologies is recognized as an industry leader in the manufacturing, installation and servicing of automatic doors. Our growing product and service offerings have driven significant growth for our service business. Join our world class team of diligent problem solvers, innovators, fresh thinkers and communicators who excite and inspire others. We are looking for energetic, detail-oriented leaders that focus on execution, meet commitments, break through turf issues, and have a passion to exceed customer expectations.
Customer Relationship Manager
The Customer Relationship Manager (CRM) acts as the primary point of contact for assigned customer accounts, managing service requests, performance reporting, preventative maintenance programs, and billing issue resolution. This role is highly customer-facing, requiring strong communication skills, attention to detail, and the ability to coordinate between customers, distributors, branches, and field technicians to meet service level agreements (SLAs) and exceed customer expectations.
At Allegion, we recognize that great talent and breakthrough ideas can come from anywhere. That’s why this position offers a flexible remote work arrangement, with occasional on-site visits as needed based on the role. Whether you’re working remotely or collaborating in person, we’re committed to providing the tools, support, and dynamic environment you need to succeed. At Allegion, your career thrives where innovation meets flexibility, empowering you to achieve your goals while maintaining a healthy work-life balance.
While this is the current structure and we currently have no plans to change, we reserve the right to make changes to the remote schedule as needed at the Company’s discretion.
What You Will Do:
- 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, 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)
What You Need to Succeed
- 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
- Travel: Minimal- Approximately 2 weeks per year (Customer meetings or training)
Why Work for Us?
Allegion is a Great Place to Grow your Career if:
You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there’s plenty of room to make an impact. As our values state, “this is your business, run with it”.
You’re looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!
You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential.
What You’ll Get from Us:
Health, dental and vision insurance coverage, helping you “be safe, be healthy”
Unlimited 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
Apply Today!
Join our team of experts today and help us make tomorrow’s world a safer place!
Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive, and authentic workplace. So, if you’re excited about this role but your past experience doesn’t align
Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we’re required to, but because it’s the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.
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REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370
Allegion is an equal opportunity and affirmative action employer
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What We Do
Allegion (NYSE: ALLE) is a global pioneer in seamless access, with leading brands like CISA®, Interflex®, LCN®, Schlage®, SimonsVoss® and Von Duprin®. Focusing on security around the door and adjacent areas, Allegion secures people and assets with a range of solutions for homes, businesses, schools and institutions. Allegion had $2.7 billion in revenue in 2020, and its security products are sold around the world.
While Allegion is a new name in the security industry, we are not new. For over a century, we have kept people safe and secure with category leading products. From inventing the “panic release bar” exit device in 1908 to pioneering the first-ever electric-controlled lock, our brands have been innovators for almost as long as people have locked doors. Their entrepreneurial spirit is at the core of who we are.
As an independent Allegion, we are able to unlock our company’s true potential. By tapping into that entrepreneurial spirit that has made us the leader in mechanical security, we will continue to drive forward and integrate tomorrow’s electronic solutions into everything we do. Our long history of expertise in the commercial industry enables us to have better quality, stronger, and safer products for our residential customers. Together, with the power and passion of our global employees, we will realize Allegion’s full potential as we continue to be a leader in the global safety and security industry.
