Customer Service Representative

With more than two centuries of combined history, brands like Kidde, Kidde Commercial, Edwards, GST, Badger, and Aritech have been leading the way in protecting people and property around the world. Now, we’re taking that leadership to the next level. Kidde Global Solutions brings together the most trusted and iconic brands in safety, building upon our shared experience and expertise to address the needs and challenges of more customers in more places. With an unmatched portfolio of solutions and services, and a commitment to constant innovation we’re elevating the standards for an entire industry – and establishing the next level of fire and life safety leadership.

At Kidde Global Solutions, you’re joining a global technology leader in fire and life safety solutions and our employees are the heart of it all. With industry-defining brands in life safety and security, you’ll be part of a legacy of leadership working with cutting-edge technologies that protect lives and property worldwide. As a leading fire safety brand, our mission is to provide solutions that protect people and property from the effects of fire and related hazards. We’re committed to expanding our impact and providing dynamic opportunities for growth within our team. You’ll be part of a company that prioritizes quality, integrity, collaboration, and customer care, with the resources, training, and incentives to ensure your success every step of the way.

If you’re ready to take the next step in your career and be part of an innovative, mission-driven team, apply now!

Customer Service Representative

Location: On-site in Mebane, NC

Base Salary Rate: $44,867 - $52,785 per year

Job type: Full-time position

About This Role

The Customer Service Representative is responsible for delivering high-quality support to customers regarding Kidde products, order management, inventory availability, and shipment status. This role is to work independently to manage customer inquiries, ensure accurate order processing, and provide timely communication regarding order fulfillment.

The representative collaborates with internal teams including sales, logistics, planning, and finance to ensure seamless customer experience and continuous improvement of service processes.

Key Responsibilities

• Serve as a primary point of contact for customers through phone and email communications.
• Process and review customer orders for accuracy and completeness.
• Identify order discrepancies and partner with customers to resolve issues.
• Maintain working knowledge of Kidde products, promotions, and service updates.
• Monitor customer orders to identify delays, shortages, or fulfillment concerns.
• Communicate proactively with customers regarding order status and shipment updates.
• Confirm product availability during order entry and escalate inventory issues as necessary.
• Process customer debits and credits related to order adjustments or discrepancies.
• Issue Return Goods Authorization (RGA) numbers and coordinate return shipments.
• Track shipments and provide proof-of-delivery documentation when required.
• Conduct customer account analysis and prepare summary reports for management.
• Work collaboratively with sales, logistics, planning, and finance to ensure timely responses to customer needs.
• Build and maintain strong partnerships with internal and external customers.
• Perform additional duties and projects assigned.

• High school diploma or equivalent
• 2+ years of customer service, order management, or related experience

• Experience with Microsoft Office Suite and standard business applications
• Strong verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience supporting customers in a manufacturing or distribution environment
• Familiarity with order management systems or ERP platforms
• Strong organizational and analytical skills
• Ability to build and maintain professional customer relationships
• Demonstrated problem-solving ability and attention to detail
• Ability to work effectively in a team environment

Individuals may be eligible for an annual performance bonus based on both individual and company’s performance. The final compensation for this position will be set based on the individual’s knowledge, skills, and experience as it relates to the job requirements. Kidde Global Solutions is committed to providing a competitive benefits package to our employees including medical, dental, and vision coverage, life and disability insurance, retirement plan, paid time off (vacation, sick, company holidays), 401(k) with employer match, EAP assistance, and more.

World Leaders in Fire and Life Safety

Kidde Global Solutions is a world leader in fire & life safety solutions tailored for complex commercial facilities to homes. Through iconic, industry-defining brands including Kidde, Kidde Commercial, Edwards, GST, Badger, and Aritech, we provide residential and commercial customers with advanced solutions and services to protect people and property in a wide range of applications, all around the globe.

Kidde Global Solutions is an Equal Opportunity Employer and prohibits discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local laws.