Key Account Service Specialist
At a glance
Mid-level Account Management role at ASSA ABLOY. Mississauga.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Manage customer portals by keeping work orders, quotes, service agreements, and transactions accurate and moving
- Coordinate ETAs, escalations, quoted-amount issues, and district updates with estimators and service teams
- Serve as the client contact for agreements, work orders, portal questions, and monthly service meetings
- Send district teams daily ETA, onsite, pending-invoice, aging-work-order, and follow-up updates
- Reconcile KAC accounts and investigate invoice discrepancies through quarterly, monthly, and yearly reports
What you bring
- You can maintain accurate portal records and process work orders and quotes on time
- You can coordinate clearly with clients, estimators, customer service, technicians, dispatch, and district teams
- You can maintain COI and WSIB records alongside service-agreement documentation
- You can step into call intake and dispatch calls for SUBs when service demand requires it
Who this fits
This role suits someone who is organized, proactive, and comfortable coordinating service work between clients and internal teams. You will work from Mississauga and support customer portals, reporting, compliance records, ETAs, and invoicing follow-up. The role includes client communication, monthly meetings, and backup coverage for call intake and dispatch.
From the employer
The Key Account Service Specialist is responsible for managing customer service workflows, monitoring the flow of work orders from acceptance to invoiced. Aid our client via email, phone and monthly meetings to be the Voice of the Customer and share challenges and success internally with our team, and ensuring accurate portal operations for ASSA ABLOY Entrance Systems. This role emphasizes proactive service coordination, ETA Management, and client communication to maintain operational excellence and customer satisfaction.
Key Responsibilities
- Portal Management & Service Coordination
- Maintain and update service portals for customer accounts, ensuring accurate data entry and timely processing of work orders and quotes. Acting as a gatekeeper to all KAC portals and updating each district team.
- Handle escalations and discrepancies in quoted amounts, coordinating with estimators and service teams to resolve issues.
- Track and report on portal activities for internal planning and forecasting
- Maintenance of Compliance Documents (KA & Local)
- Ensure compliance documents are updated for all KAC portals or for onboarding a new client portal, which includes COI, WSIB.
- Maintain accurate records of service agreements, quotes, and portal transactions for audit and reporting purposes.
- Customer Communication
- Act as a primary contact for clients regarding service agreements, work orders, and portal-related inquiries.
- Collaborate with internal teams (estimators, customer service, technicians and the dispatch team) to provide timely updates and maintain transparency.
- Back-Up for Call Intake
- Covering for call intake when needed or during demanding times
- Dispatching Calls for SUBs when called upon (With the assistant by the supervisor)
Daily/Weekly Reporting
- Send daily ETA, Onsite, Pending Invoice reporting for updates for the KAC customer for each district team.
- Monitor aging WO & follow-ups, No Hold, Not Invoiced by pulling out the SO report for all customers
- Maintaining & identifying invoice discrepancies for KAC
- Quarterly/Monthly /Yearly Reconciliation Report for KAC
Performance Indicators
- Accuracy and timeliness of portal updates.
- Customer satisfaction scores related to service coordination.
- Compliance with maintenance agreement terms and budgets.
We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.
As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.
As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.
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