Customer Service Agent
Job Title: Customer Service Agent
Reports to: Assistant Customer Service Manager
Hours: 40 per week working between 08:30 to 17:30 Monday to Friday
Location: Carlisle
Salary: £23,880 to £24,380 per annum dependent on industry experience.
A salary progression scheme rewarding a combination of skills, values, industry experience and length of service is applicable.
About Carlisle Brass
We are one of the UK’s most recognised architectural hardware brands, synonymous with architectural ironmongers, builders’ merchants, and major DIY retailers since 1986.
Located in Cumbria, home of the English Lake District, we operate a next day service, nationwide and beyond. We are passionate about our products, people, and customers.
Carlisle Brass are part of the ASSA ABLOY group, the global leader in access solutions.
Purpose of the role
To provide an industry leading and customer-focused service to our customers while delivering and exceeding personal and departmental Key Performance Indicators (KPIs). You will provide customer service excellence, championing the Carlisle Brass and Eurolite brands through a variety of communication channels to our customers.
The core function of your role will support our sales growth and customer satisfaction targets to maintain our position as the UK’s largest specialised developer of door and window furniture for both residential and commercial properties. Your role will also involve working closely with our Cylinder Workshop department, as well as the Eurolite range of products to the electrical wholesale market.
Key responsibilities
- Ensuring customer orders across all communication channels are processed quickly and efficiently to ensure a smooth order flow to the warehouse.
- Providing detailed product and service information to our customers.
- Ensuring that problems are resolved, and enquiries are dealt with fully.
- Achieving, maintaining and improving KPI’s, both departmental and personal.
- Maintaining customer records by updating account information.
- Building positive relationships with customers and our sales teams.
- Processing and supporting our Managed Account Customers via a variety of software packages, web processing and EDI ordering where necessary.
Skills, competencies, qualifications and personal experience
- A mind-set that always puts the customer first.
- Excellent written and verbal communication skills.
- The ability to manage multiple priorities and deadlines.
- Strong MS Office skills.
- Commercial acumen.
- A mind-set for continuous improvement.
- Used to a busy and vibrant environment.
- A proven track record of hitting targets.
- Used to working as part of a team.
Please note that all job descriptions are for guidance only and can change as and when the needs of the business dictate.
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 61,000 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.
