Customer Relationship Manager

Creating Peace of Mind by Pioneering Safety and Security At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 40 brands, 14,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, Allegion is proud to be recognized with the 2026 Gallup Exceptional Workplace Award (GEWA) for the third consecutive year, earning distinction in both the employee engagement and strengths categories. This year, Allegion also received Gallup’s With Distinction honor — a designation reserved for a select group of organizations that go above and beyond in building exceptional workplace cultures. 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. Key Responsibilities: Customer-Facing Service Coordination 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. Daily Reporting & Service Tracking 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. Quoting & Approvals 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. Preventative Maintenance Program Management 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. Billing Issue Resolution 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) Qualifications Bachelor’s degree preferred 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) Remote Location Florida, Remote Location Indiana, Remote Location Massachusetts, Remote Location North Carolina, Remote Location Ohio We Celebrate Who We Are! 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 . © Allegion plc, 2023 | 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