Bracknell Careers | Job Spec

UK Customer Service Manager Job Spec

Here at Daler-Rowney we have been inspiring creativity since 1783. Artists are at the core of everything we do. We develop, produce and deliver products, which are not only fit for purpose but exceed the expectations of our artists' community. Our mission is to inspire by creating sustainable, qualitative, durable art materials every day, every year for everybody, making art accessible.

We are currently recruiting for a Customer Service Manager.  You must be confident in managing in a Customer Service environment looking after our customers worldwide.

Customer care and centricity are at the core of your approach. You will be a critical thinker who is dynamic and positive; your ideas and initiatives will contribute to the success of the team and the company. You should have a hands-on approach. Excellent organisational, analytical, numerical and problem-solving skills are critical to the role. Previous experience as a Customer Service Manager is required. You will constantly strive to provide excellent customer service and listen to customers’ suggestions/feedback. You will be an ambassador of our brands in the UK and overseas; Daler-Rowney, Lyra, Canson, Strathmore, Princeton, Giotto, DAS, Fadeless, Bordette, and Creativity Inspired covering the following categories: colours, papers, canvases, brushes, coloured pencils, felt tip pens, modelling clay, accessories, industrial (pencils for carpenters).

Responsibilities

  • Managing and organising the team, focusing on customer's high expectations regarding quick order processing, quick responses, and call turnaround.
  • Assisting the team daily and escalating situations when required.
  • Liaising efficiently with Sales, Supply Chain and Logistics teams.
  • Promoting customer-centricity internally.
  • Training, recruiting, supporting, and empowering members of your team alongside the Export Supervisor and UK Supervisor.
  • Managing the end-to-end customer business process.
  • Build sustainable relationships of trust with customers through open and interactive communication.
  • Implementing, promoting, and monitoring key processes and procedures around customer complaints and credit notes quickly and accurately, pinpointing any problems and being confident to raise ideas to streamline the process.
  • Ensuring the best route of our orders to the buyers' shelves by liaising with all required departments and suppliers, couriers, bookers, forwarders, and more.
  • Managing the order book accuracy.
  • Working towards clear sales targets.
  • Conducting research on problems and resolving complaints.
  • Preparing reports from the analysis of data.

Strong skills in Excel are required (Pivot tables), data analysis of customer orders, stock requirements and communication to relevant Product and Supply chain departments. Experience with SAP is preferable. You will report to the Sales & Marketing Director.

This list is not exhaustive.

This is a full-time position with a salary dependent on experience.

How To Apply

To apply for the above job, please email webmaster@daler-rowney.com, stating the job role in the Subject line.
When applying for this role, please advise us of your location and salary expectations.
This job is based at the Bracknell office.