Customer Service Officer

About Us

ASSA ABLOY is the global leader in access solutions, dedicated to meeting customer needs for security, safety, and convenience. With offices in over 70 countries, we operate in both mature and emerging markets, driving innovation with our iconic brands such as Lockwood, Abloy, and Yale. Our commitment to excellence has earned us a place in Forbes’ Top 100 most innovative companies list multiple times.

About the Role

We are looking for a Customer Service Officer to join our team in Oakleigh and provide outstanding service to our customers. You will be responsible for handling inbound and outbound calls, processing orders, supporting sales representatives, and working closely with manufacturing and warehouse teams to ensure a seamless customer experience.

Key Responsibilities

• Inbound Customer Support
  • Receive and manage customer orders via phone.
  • Respond to customer inquiries and provide accurate information.
• Order Processing
  • Ensure timely and accurate processing of customer orders and credit claims.
  • Adhere to order guidelines, charges, and cancellation policies.
• Outbound Customer Engagement
  • Make sales and service follow-up calls to customers.
  • Provide updates on order status and assist with inquiries.
• Service Counter Assistance
  • Support customers placing or collecting orders.
  • Assist with product repairs and replacements.
• Training & Development
  • Attend required training sessions.
  • Share knowledge and train team members when needed.
• Sales & Warehouse Coordination
  • Support sales representatives with relevant information.
  • Liaise with manufacturing and warehouse teams to resolve order issues and improve service.
  • Assign connotes to outbound packaging and manage mail distribution.
• Operational Excellence
  • Apply company guidelines and stay updated on procedural changes.
  • Complete necessary documentation accurately and on time.
  • Handle and resolve customer complaints according to company policies.

About You

We are looking for someone with:

• Previous experience in customer service, order processing, or a similar role.
• Strong communication and problem-solving skills.
• Ability to multitask and work efficiently in a fast-paced environment.
• A customer-focused mindset with a proactive approach to service.
• Experience working with CRM systems or order management tools is a plus.

Why Join Us?

• Opportunity to work for a large successful organisation
• Ongoing learning and development to meet your professional development needs
• Onsite café with subsidised coffee, onsite parking, close to public transport, great team environment
• A supportive and accessible leadership team and a solid values platform that underpins who we are and how we operate

At ASSA ABLOY, we believe in diversity and inclusion, and we welcome applications from individuals of all backgrounds.

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.