Customer Service Executive

As a Customer Service Executive at Daler-Rowney, you will be responsible for delivering exceptional customer service to our customers. This is a full time on site position at our main office in Bracknell, Berkshire. You will be required to manage and resolve customer queries, process orders, and maintain a high level of customer satisfaction. You will be responsible for providing customer support and developing customer service management strategies.,

• Dealing with enquiries from both internal and external customers, i.e. Production, Warehouse, Marketing, Purchasing, Sales Representatives, third parties such as freight forwarders.


• Organising workload and tracking the stages of shipments / orders at anyone time.


• Ability to locate product information from within the business for Commercial invoices EG Country's of Origin which at times can be challenging.


• Processing and progressing orders, to give the customer exact details of his/her order, status, progress, latest delivery details, problems and alternatives. Expectation is that you take full control from order entry to Invoice for your customers.


• Processing customer complaints and credit notes in a timely manner and accurately, thus pinpointing any problems and avoiding unpaid invoices as a result of such delays.


• Being pro-active when dealing with internal/external customers. The end result is to builds respect and rapport, which benefits all our customers.


• Carry out general administration duties as instructed by the Customer Service Manager.


• Manage 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 a solution to keep in touch with your customers (phone, meetings, mailing, email campaigns) and developing potential.


• Promoting customer centricity internally.
  
  Interpersonal skills, including active listening, empathy and problem solving.


• Customer satisfaction skills, with the ability to meet and exceed customer expectations.


• Customer support skills, including responding to customer queries and complaints.


• Customer Service skills including handling customer orders and maintaining customer records.


• Customer Service management skills with the ability to develop and implement customer service strategies.


• Excellent communication skills, both oral and written.


• Ability to work well in a team environment.


• Intermediate level in Microsoft packages.


• SAP experience - Minimum requirement 2 years, customer service: 1 year (required)
  
  Daler-Rowney has been inspiring creativity since 1783, with a reputation as a manufacturer of fine art materials. Our aim is to enable everyone to be creative. Daler-Rowney is part of the FILA Group, and all brands from the FILA portfolio are available through Daler-Rowney. Our values include Individuality, Diversity, Innovation and Excellence.
  
  This list is not exhaustive. Salary will be dependent on experience.


This role is office based working Monday-Friday, 40 hours per week.

Job Type: Full-time

Benefits:

• Employee discount


• Free parking


• On-site parking


Schedule:

• Monday to Friday