Customer Service Agent Yale EMEIA



Within ASSA ABLOY Opening Solutions, the specialist in locking and unlocking doors, we are currently looking for a Customer Service Employee. Do you derive challenge from proactively managing customer questions and providing commercial support? Then this multifaceted job fits you.

You will be working for the Yale brand. Since our European Distribution Centre for this brand is based in the Netherlands, you will be working from our office in Raamsdonksveer, the Netherlands. From here you will support the DACH market region (Germany, Austria, Switzerland). The business is managed centrally by Yale EMEIA with strong local team capabilities to address market needs in the DACH region and be close to our customers.

Purpose of the Role

You will be responsible for the first-line contact (telephone, email) with B2B customers (DIY, Online, Locksmith, Partner customers) and the first point of contact for customers (Stores & partly Headquarters). Besides, you will manage the key accounts in terms of administrative order processing, inquiries, and claims in German language.


This task pursues the goal of providing the customer with comprehensive support in the administrative process and ensuring a high level of customer satisfaction in its entirety. This is done in close cooperation with the key account manager and the rest of the sales team to ensure perfect customer support.


Principle Responsibilities:

The main duties of this role are inclusive of, but not limited to:

  • Checking orders received (EDI, mail) for correctness of content (quantity, price, delivery date...) and "completion" if no deviation is found. Initiation of corrective actions if necessary;
  • Monitoring of timely delivery to the customers. In case of deviation with initiation of measures;
  • Monitoring of backlogs, deadlines and proactive customer information.
  • Creation of the associated documents such as order confirmation including correct accounting;
  • Answering customer inquiries regarding delivery dates, availability, product questions, prices... by phone and email in German language;
  • Checking and processing of complaints, returns, issuing credit notes and clarifying differences in cooperation with the customer and key account;
  • Implementation and monitoring campaign orders, their progress and timely delivery to customers;
  • Maintenance and revision of customer listings for current item data, prices and any discontinued items;
  • Application for the creation of new customers via the finance department;
  • Maintenance of customer data in CRM and AX;
  • Creation of reports and analyzes as required;
  • Contribution of ideas for further process optimization;
  • Internal communication with other relevant departments such as logistics, supply chain, marketing, product management in English language;
  • Substitute for colleagues in customer service.


Your profile:

  • Very good written and spoken German and English skills;
  • Successfully completed training as an industrial clerk or comparable commercial qualification;
  • Relevant professional experience in the internal sales department mainly with B2B and B2C Customers is a plus;
  • Good MS Office and ERP knowledge, ideally knowledge of Microsoft Dynamics (AX);
  • Distinct customer and service orientation as well as very good communication and team skills;
  • Independent, reliable and solution-oriented way of working;
  • Enjoy success and constructive, communicative teamwork;
  • Availability of minimum 32 hours per week.


ASSA ABLOY is offering:

We offer you a position in a dynamic and international organization with experienced and driven colleagues and plenty of career opportunities. In addition, we offer:


  • A competitive salary and interesting secondary/extralegal benefits;
  • Many opportunities for personal development;
  • A pleasant and informal working atmosphere with an open organizational culture.


Are you the Customer Service Employee we are looking for?

Please apply via the ‘apply now button’ including your resume and motivation. For more information please contact Dominique Overwijn, Talent Acquisition Specialist, via the phone number +3188 639 4813.


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 51,000 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.

Raamsdonksveer, NL, 4941 SK

Sales, Marketing & Product Management