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Customer Response Agent

Lexington, US, 40508


We are looking to add a Customer Response Agent to our Customer Service team at dormakaba. In this role you will play a significant role in overall customer experience and team efficiency. This is an excellent opportunity if you are a creative problem solver, team player, and critical thinker.


This position would report directly to the Customer Service Manager and would interact frequently with Sales, Pricing, Product Support, Planners, Shipping, and Engineering.


Specific responsibilities include:

  • Receives, processes, and verifies the accuracy of orders from customers utilizing the company’s software system and customer purchase orders
  • Builds rapport and fosters partner relationship with customer contacts while maintaining fast, effective, and professional communications
  • Initiates required action for response to customer service request for order changes, including the maintenance of order information files. Communicate changes to the appropriate personnel
  • Provides technical support level 1 and 2 for lock hardware and application software products. Utilize strategic troubleshooting, problem solving and decision-making skills to identify and deliver successful solutions for all customer requests.  Escalate and inform the appropriate resources as needed
  • Monitors and manages fulfillment of customer requests by coordinating resources as needed
  • Performs assigned system maintenance to various electronic and physical files according to guidelines
  • Participates in the recommendation, development, implementation and execution of processes that drive continued improvement in the accuracy, efficiency and responsiveness of the Customer Service department and the dormakaba safe lock team
  • Prepares, generates, and distributes daily reports and order acknowledgments to appropriate personnel as necessary
  • Provides back-up support to other group members in the performance of job duties as necessary
  • Assists in the maintenance and creation of process and work instruction documents as needed  




  • Fully Proficient use of Microsoft Office Products
  • Strong oral and written business communication skills
  • Speed and accuracy in data entry
  • Strong decision making and problem-solving abilities
  • Ability to multitask, organize and manage tasks to completion
  • Knowledge of dormakaba products  
  • Familiarity with Chrystal Reports or data extraction
  • Experience in Application support
  • Familiarity with SQL, XML, Networking




  • One to two years’ experience in customer service, preferably with a global customer base/manufacturing organization
  • High school education or equivalent



  • Working knowledge of SAP or ERP systems
  • Exceptional candidate would be bilingual in Spanish and English
  • Associate degree or higher desired






  • A global company with a family culture and strong core values
  • Competitive compensation package with benefits coverage options
  • Career fulfillment with growth and development opportunities 
  • Employee discounts (online discounts for shopping, travel, insurance etc.)
dormakaba USA Inc.









Courtney Salazar
is looking forward
to your application.
In case of questions just dial
Please only use the „Apply now“-Button 

Nearest Major Market: Lexington