Customer Service Coordinator

Job Title:          Customer Service Coordinator

Reports to:        Customer Service Manager

Location:          Carlisle

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 establish Carlisle Brass as the market leader in customer service excellence for the Architectural Ironmongery industry and beyond. This role will be responsible for motivating, encouraging, supporting and coaching a team to a high standard and achieve results. You will lead by example in promoting the service expected by our customers with a strong work ethic, values driven performance, dedication and a professional mindset. This role will provide results to the organisation by driving and motivating a team to provide a ‘best in class,’ experience for our customer base, ensuring total customer satisfaction supporting the Customer Service Manager in delivery of being the “first call for architectural ironmongery”.

Key responsibilities

• Responsibility to lead the Key Accounts and Cylinder Workshop admin teams to deliver customer service excellence.

• Support Customer Service Manager in implementation of the customer service operational strategy.

• To share the responsibility for deputising for the Customer Service Manager.

• Working in close collaboration with the Cylinder Workshop Coordinator ensuring effective workflow and delivery of service for our customers.

• Identifying sales opportunities to help drive sales, while continually reviewing our processes to deliver customer service excellence.

• Managing the bespoke portals as required by our Key Accounts customers to aid service delivery in our Merchant channel.

• Ensure best practice as defined is implemented and continually reviewed.

• Encouraging and motivating the team, to achieve performance through, trust, innovation and leading by example, going above and beyond for our customer base.

• Monitoring service levels, KPIs and customer experience from the team and driving individual performance. Monitoring individual performance metrics and managing performance through regular reviews. Adjusting activity to improve performance

• Identifying opportunities to develop employees in their current roles.

• Ensuring orders are processed accurately, efficiently and in a timely manner so that Operations can achieve OTIF despatches daily.

• Continuous learning about Carlisle Brass products and services, keeping up to date with changes.

• Provide direction and leadership to the team ensuring high call quality, short wait time and low abandonment levels, with high customer satisfaction levels.

• Any other administration tasks as defined by the Customer Service Manager.

Skills, competencies, qualifications and personal experience

• A mind-set that always puts the customer first.
• Excellent written and verbal communication skills with customers and colleagues.
• Experience and drive in managing, reviewing, tracking figures, targets, KPIs and performance.
• The ability to work productively, accurately, efficiently & effectively with initiative and drive under tight timescales while maintaining attention to detail and quality.
• Strong analytical and collaborative problem-solving skills.
• The ability to manage multiple priorities and deadlines in a fast-paced environment.
• Strong MS Office skills.
• Used to a busy and vibrant work culture.
• The ability to enhance productivity, ability to lead, drive and motivate others.
• Experience in the day-to-day leadership of a department ensuring that the business needs are achieved.
• Must have demonstrable experience in personal development / continuous improvement.
• Effective and efficient organisational skills.
• Ideally strong experience and knowledge on Carlisle Brass products including Cylinder Workshop products. 

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 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.