Bracknell Careers | Job Spec

Export Customer Service Supervisor

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 our 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 an Export Customer Service Supervisor. 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.  

The role is accountable for customer and operational excellence which focuses on enhancing the customer experience through consistent and seamless delivery of great customer service. 

You will be responsible for the day-to-day running of all aspects of monitoring dedicated accounts and customer orders, as well as proactive promoting of dedicated accounts in accordance with the established company procedures and standards. A previous strong experience in export is required. 


Shipping & Logistics

  • Organise the team and manage the shipment process to maximise efficiencies through to delivery, including preparation the documentation of invoices and packing list, Dangerous Goods Note, Certificate of Origin etc.
  • Liaising and negotiating with Freight forwarders to arrange export sea, air, road and courier shipments
  • Booking and arranging exports with shipping lines and/ or agents/ consolidators
  • To get involved with Pricing, Shipping, Documentation relating to import and export operations.
  • Managing the workflow with the warehouse manager to ensure maximum sales revenue whilst balancing what capacity warehouse has.
  • Communicate with clients/suppliers with regards to order progressing, documentation requirements and to resolve any potential issues arising from our projects
  • Ensure Freight supplier invoices are checked, signed off and recharged where needed.

Team and Process Management

  • Managing and organising the team, focusing on customer’s high expectation in regard to quick order processing, quick email, and call turnaround.
  • Assisting the team daily and escalating situations when required.
  • Liaising efficiently with Sales, Supply Chain and Logistics teams.
  • Training, recruiting, supporting and empowering members of your team
  • Managing the end-to-end customer business process.
  • Implementing, promoting and monitoring key processes and procedures around customer complaints and credit notes quickly and accurately, pinpointing any problems and be confident to raise ideas to streamline process.
  • Managing and Reporting about the order book, ensuring clear date management and correct information
  • Working towards clear sales targets.
  • Conducting research on problems and resolving complaints.
  • Preparing reports from the analysis of data.
  • Getting hands on with the process, processing orders, shipping
  • Processing customer complaints and credit notes quickly and accurately, thus pinpointing any problems and avoiding unpaid invoices as a result of such delays.
  • Maintaining Customer and Pricing database to ensure records are correct

Key Skills & Attributes

  • The ideal candidate will have a minimum of 2 years of experience within an Import/Export business with previous experience is a MUST in Logistics/Supply Chain.
  • Candidate must ‘Think on their feet’ to solve any challenges, Be Energetic, Be Commercial minded and have switched on attitude.
  • Due to the nature of the role you must be able to work to tight deadlines and have the initiative to manage your own workload effectively.
  • Comfortable with a fast-paced working environment
  • Strong skills in Excel are required (Pivot Tables...) 
  • Experience with SAP preferable.


How To Apply

To apply for the above job, please email, 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 site.