Customer Relationship Specialist

LockNet is a 2021 & 2022 certified best place to work in KY.

At LockNet, we are all about doors and locks. We are passionate about keeping people safe and secure by simplifying and providing door and lock solutions.

Since 1993, we have been a single-source provider of doors, door hardware, locking systems, keying systems, safe systems, and other related security and locksmithing services. LockNet provides customized programs to fit client's needs, with a single point of contact for New Construction, Facilities Maintenance, Loss Prevention, and Electromechanical Solutions. LockNet also provides locksmith services to retail, restaurant, healthcare, and banking chains nationwide, with access to well over 8,500 skilled technicians across North America. LockNet strategically works with corporate offices and general contractors to ensure competitive pricing on quality products designed for high-traffic locations.

Customer Relationship Specialist

As a Customer Relationship Specialist, you are responsible for the overall success of your strategic customer's account. You will quickly connect and build trust with the entire customer team, internally and externally, working meticulously to learn, understand, and proactively anticipate the customer's challenges, as well as their wants and needs. You will serve as the liaison between the customer and LockNet. Utilizing both internal and external systems and resources, the CRS will collect, refine, and analyze the proper data, alongside direct customer feedback, to identify trends and areas of improvement. In conjunction with business development and engineering, you will work closely with the client to develop new solutions and service opportunities to meet customer specific needs.

This position spearheads cross functional teams while serving as a closely united partner with the Director of Business Development.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Serve as the primary contact for the customer through quickly and consistently building and preserving a reliable, professional, and trusting relationship.
• Understand and be intuitive to the customers challenges, problems, wants and needs, consistently providing them with streamlined and profitable solutions while caring for the needs of the business.
• Identify inefficiencies, systemic issues, and potential threats to the overall success of the customer. Collaborate with the customer and internal business units to quickly develop solutions that serve the needs of the customer and the business.
• Develop, implement, and manage the customer's strategy. Plan to not simply achieve, but to exceed the customer's objectives.
• Facilitate regular customer business reviews and report findings to the appropriate team members, as well as provide the required customer and internal reporting per the determined schedule.
• Closely track and identify trends with customer KPI's (key performance indicators), SLA's (service level agreements), and other relevant client metrics, and work with all parts of the business to meet those requirements.
• Serve as the functional link between the customer and the internal teams to ensure services are on track and that problems are resolved in a timely manner.
• Arbitrate disputes that relate to the success of the customer.
• Motivate and inspire the business to work with you to exceed the expectations of the customer while holding others accountable for their respective contribution to the customer.
• Performing other job-related duties as assigned.

Standards of Performance

• Self-starter, personally motivated, and high achiever. Possess the internal drive that allows you to set your own internal goals and accountability structure.
• Able to work productively, openly, and vulnerably with other high achievers in a fast paced, demanding atmosphere.
• Confident decision maker who is not afraid to make hard decisions that affect the health of the customer's customer and the business.
• Demonstrate excellent interpersonal, written, and verbal proficiencies in business vocabulary to effectively represent the company internally and to outside parties.
• Exhibit exceptional communication skills with the ability to translate technical knowledge into actionable directions.
• Possess analytical and strategic problem solving and issue resolution skills, showing ability to be resourceful and adaptable.
• Ability to be successful in a strong customer experience focus while also caring for the needs of the internal teams and overall business.
• Display excellent time-management and organizational skills.
• Ability to effectively prioritize responsibilities and demands and handle multiple tasks while paying close attention to detail in a fast-paced work environment.
• Effectively communicate to and influence key stakeholders at all levels, including executive and C-level.
• Exemplify knowledge of various software applications such as spreadsheets and databases with a strong capacity to learn new software applications.
• Demonstrate discretion and trust with confidential material.
• Successfully and consistently uphold LockNet's guiding principles in all scenarios.

Minimum Qualifications (Knowledge, Skills, and Abilities)

The ideal candidate will have qualifications that may include some or all of the following:

• Minimum 4-6 years of strategic/large customer account management or program management.
• Minimum 4-6 years of experience serving in a customer relationship role utilizing tools such as data analytics, reporting, monitoring, KPI's or SLA's in order to directly serve the customer.
• Minimum 4-6 years in a role which required effective project management and key resource allocation skills, and strong attention to detail.
• Minimum 4-6 year years of experience developing and rolling out new solutions across multiple sites at a national level.
• Experience working with diversity and inclusion programs would be a plus
• Bachelor's Degree or equivalent work experience
• DHI certification would be a plus
• Construction related experience would be a plus
• Knowledge of door and hardware terminology and/or having a mechanical inclination with the ability to gain extensive product knowledge quickly is preferred
• Knowledge of Microsoft Office Required
• Excellent interpersonal, oral, and written communication skills are required

• 3 weeks of PTO per year
• Health, Dental & Vision Insurance options that are low cost and/or paid for by LockNet for Employees, as well as reasonably priced options for the family.
• 401k
• Profit Sharing
• Life Insurance and LTD that is paid for by LockNet
• Autonomy and ability to directly impact
• Being an industry leader and trendsetter
• Fast-growing company with vision
• Personal growth opportunities
• Being a part of a company who is adaptive to change
• Nimble and dynamic
• Getting to surround yourself with high-performers and other passionate co-workers and leaders
• Technology driven
• Laid back and accessible owners
• Open to new ideas and everyone has a voice
• Open and awesome culture (fun, dogs on premises)
• Family values
• Great people with close relationships