MAIN PURPOSE OF ROLE
We are seeking a professional, passionate and enthusiastic individual to join our Customer Service Team.
Dorwest is a multi-award-winning third-generation family business and the renowned leaders in herbal pet care. Having celebrated our 75th anniversary in 2023, this position is vital to ensuring our customers and their pets get the best possible customer service experience from Dorwest.
This is a hands-on role, focused on delivering excellent customer service. This role will require you to answer customer queries on the phone, via email and social media, process customer orders and provide product advice (full training in our product range will be provided). The successful candidate will work with our experienced customer service team and form the front line for our customers delivering the first-class experience our loyal customer base has come to expect from Dorwest. Empathy and understanding for pet owners are a must – we’re driven to help our customers achieve the best outcome for their pets.
WHAT WE'RE LOOKING FOR
* Experience of working in the pet industry, preferred
* Proven track record in a Customer Service and Sales role, minimum of three years’ work experience in a similar position
* Sales and results-driven, customer and consumer-focused, proactive with a positive attitude
* Ability to immerse yourself in the Dorwest brand to best represent us
* Strong, clear and friendly communicator with excellent presentation and organisational skills
KEY RESPONSIBILITIES
* Answering customer queries received via phone, email and social media
* Processing customer orders
* Providing accurate product advice to customers
* Developing relationships with new and existing Dorwest stockists to enable them to maximise their sales of our product lines and understanding feedback on product lines and brand
* Identifying new Trade and Wholesale stockist opportunities, researching and approaching them with a view to on-boarding them with Dorwest
* Developing a clear and well-structured sales strategy
* Maintaining CRM records for Trade customers – recording calls, and other contacts
* Taking the lead on Trade sales campaigns – creating call lists from sales data, identifying key customers and prioritising contact plans
* Office administration
What we’re looking for from you
Personal skills
* Positive, pro-active and able to use own initiative
* Dynamic and enthusiastic with exceptional customer service standards
* Presentable with a professional manner and attitude and a friendly personality
* A strong team player with a hands-on approach
* Aptitude for quickly developing good working relationships
* Flexibility, with a willingness to be involved with all events and activities, including some out of hours activities
Required Experience and qualifications
* First class communication skills – both verbal and written
* Confident telephone manner
* Customer service skills
* Strong IT skills, and the ability to adapt to new systems quickly – Shopify and BrightPearl would be a definite advantage
* Attention to detail
* Maths/English GCSE Grade C / Standard Pass (4)
Desirable experience
* Experience in small animal/pet centric industry
* Veterinary Nurse qualifications or further education in animal-based learning an advantage
* Sales experience
Other requirements
* A passion for animals
* Able to travel and attend events off-site as required
* Access to vehicle with valid driving license essential
* Will need to be flexible on hours occasionally
What’s in it for you?
* Job Type: Full-time, Permanent based at our Poundbury offices
* Salary from £26,000, dependent upon experience
* 37 hours per-week.
* Monday to Thursday 9.00am to 5.00pm
* Friday 8.30am to 4.00pm
* 24 days per annum holiday plus Bank holidays
* Modern, bright office environment
Benefits:
* Company pension
* Free on-site parking
* Staff discount scheme
* Employee Assistance Programme
Job Types: Full-time, Permanent
Pay: From £26,000.00 per year
Schedule:
* Monday to Friday
Work Location: In person
Expected start date: 01/12/2024
#J-18808-Ljbffr