We are looking for an experienced Customer Service Executive to join our DK Household Brands team on a fixed term contract for 6 months, potentially up to 12 months. This role will play a pivotal part in driving our success and offers an excellent opportunity to join a great team.
We are a premium housewares brand, with a portfolio of distinguished brands including Cole & Mason, Culinare, Zyliss, AdHoc, Ken Hom and Swissmar; and we pride ourselves on delivering exceptional products and outstanding customer service.
The Customer Service Executive will support our end consumers with their after sales enquiries and requests for all brands, purchased direct from us or via a retailer. The purpose of this role is to deliver customer excellence & a positive customer experience as part of the Sales Support Team.
Key responsibilities:
1. Provide day to day after sales support for end consumers across all brands.
2. Facilitate, respond, and resolve customer aftersales received via email, phone, letter, or fax: faulty, damage or incorrect items, returns, and quality complaints.
3. Facilitate, respond, and resolve customer enquiries relating to pick/pack/ship ETAs, product details & instructions, distributor contact details etc.
4. Validate consumer claims against criteria to ensure a fair and consistent process.
5. Sales order entry, processing, validation, and confirmation to customer (where needed).
6. Sales order management: back orders, order book alignment & reconciliation.
7. Sales order to warehouse planning: order line consolidation, back-order consolidation, maximising shipments and managing item availability.
8. Facilitate manual sales order payments where applicable.
9. Assess & repair items where possible.
10. Drive down costs by looking for opportunities to source components or spare parts.
11. Provide reports on the claim volume and query type to the Customer Service Manager and Quality Team; the aim to spot product trends and issues.
12. Ensure GDPR and Data Protection guidelines are followed and enforced to protect customer personal data.
13. Follow set KPIs that are in place; all KPIs aim to monitor and provide positive performance guidance.
14. Adhere to company policies and procedures, ensuring professionalism and excellent customer service, at all times.
15. Provide any further support across the business as required.
We are looking for someone who can thrive in a fast-paced environment, and who has a passion for customer excellence. You will be well-organised, have excellent attention to detail and be able to adapt quickly in different situations. You’ll also be an exceptional communicator and have the ability to interact and connect with people at all levels.
Experience in a similar role is required for this position, and strong Microsoft Office skills, particularly in MS Excel is highly desirable.
This is a full-time role based at our Farnborough office 5 days per week. Ideally we are looking for someone who is available to start immediately.
If you want to join an innovative, growing business and really make a difference, click ‘apply.’ We look forward to hearing from you!
Seniority level
Mid-Senior level
Employment type
Contract
Industries
Consumer Goods
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