Bracknell Careers | 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 looking for a Customer Service Executive to join our Customer Service team.

You are confident in a customer-facing role; able to present alongside the sales team. 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.  Excellent organisational, analytical, numerical and problem-solving skills are critical to the role.

A previous experience with Import/Export, mass markets accounts, national and international accounts, education trade customers... is preferable. You would constantly strive to provide good customer service, listen to customer’s suggestions/feedback and pass them to the relevant department.

You will be an ambassador of our brands in the UK: Daler-Rowney, Fadeless, Bordette, Ella Bella, Creativity Inspired, Lyra, Giotto, Scola... covering the following categories: papers, paints, coloured pencils and felt tip pens, modelling clay, accessories, industrial (pencils for carpenters...).

Responsibilities

• Dealing with enquiries from both internal and external customers, i.e. Production, Warehouse, Marketing, Purchasing, Sales Representatives, and third parties such as Freight Forwarders.
• Organising workload and tracking the stages of shipments/orders and any one time.
• Ability to locate product information from within the business for Commercial Invoices e.g. Country of Origin which at times can be a challenge.
• Processing and progressing orders, to give customers exact details of his/her order, status, progress, latest delivery details, problems, alternatives, etc. The expectation is that you take full control from order entry to Invoice for your customers.
• Processing customer complaints and credit notes quickly and accurately, thus pinpointing any problems and avoiding unpaid invoices as a result of such delays.
• Being proactive when dealing with internal/external customers. The end result is to build respect and rapport, which benefits everyone.
• Carry out general administration duties as instructed by the Customer Service Manager.
• Manage the third-party orders from start to finish alongside the other group members in Europe to ensure fast and efficient delivery of the goods from France to the customers' delivery address in the UK.
• Answering the phone.
• Managing communications between key accounts and internal teams
• Conducting quality service
• Following up the sales and finding solutions to keep in touch with your customers (phone meetings, mailing, email campaigns) and developing their potential.
• Promoting customer centricity internally.

Key Skills & Attributes

• Not being deterred by barriers, be positive and look for solutions
• Able to use MS Office to a high level: Excel - basic to intermediate level is essential, and Outlook - basic to intermediate level is essential.
• Experience of SAP but training will be given to the right candidate.
• Able to communicate confidently and clearly, both verbally and written.
• Able to communicate and work well within a team.
• Keen to take control of customer processes and work under own initiative
• Have a passion for offering great Customer Service
• Experience preferred in B2C environment.

How To Apply

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