Customer Service Admin

Job content

An opportunity exists for a Customer Service Administrator within Yale Doors and Window Solutions UK, reporting to the Customer Service Manager, for upto 3 months maternity cover.

Yale Door and Window Solutions is the largest supplier of multipoint door locks to the fenestration industry, serving fabricators, installers and specifiers with high security solutions from the world’s favourite Yale. Yale Door and Window Solutions is part of the ASSA ABLOY Group.

The primary objectives of this position are to:

O ffer a service perceived by customers and consumers as world class by consistently providing timely and efficient solutions.

Key responsibilities and duties are to:

Provide technical assistance and comprehensively understand the product range to proactively maximise all sales opportunities.
Respond and process orders, samples, enquiries and requests (by telephone, fax and email) from customers, consumers and Sales teams.
Develop relationships with existing customers by promoting our products and services.
Manage customer concerns effectively to minimise the effect on the customer and cost to the business.
Provide effective support to the Sales teams, Marketing and Product Management.
Participate in specific projects and improvement activities as required and directed by the Customer Service Manager.
Provide technical information to customers and offer applicable product solutions or suitable alternatives.
Respond to a variety of incoming calls from customers, consumers and commercial team colleagues.
Understand customers’ terms and conditions and ensure order requirements are properly accepted.
Expedite customer orders as required and make realistic customer commitments.
Work closely with other Customer Service team members to ensure all orders are entered and customer responses provided within agreed timescales.
Understand customer industry and competitive environment.
Communicate with various internal suppliers of information to proactively provide current order status to external customers.
Operate effectively and efficiently within current policies and KPI targets relating to pricing, order entry, complaint handling, email enquiries and telephone response.
Respond and enter all customer complaints into the Concerns System in a timely manner.
Process credits for authorised concerns and agreed returns.
Proactively reduce the level of customer concerns by carefully implementing corrective actions and immediate containment measures.
Support strategic Sales and Marketing projects.
The ideal candidate will:
Have technical aptitude required and knowledge of security products would be an advantage.
Have Circa 2 years’ experience in a similar commercial environment.
Be an effective communicator verbally and in writing with excellent listening skills.
Be a team player, willing to adapt to new challenges and build effective relationships
We are looking for candidates from a diverse range of backgrounds.

Closing date for applications: 12th July 2021


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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 50,000 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.