Customer Service Executive

About Dorquip Group Ltd

Dorquip Group Ltd is a leading supplier of architectural hardware and door furniture in the UK. We represent four distinct brands - Period House Group, Smithys Direct, Handles4Doors and More Handles - offering a comprehensive range of products to our customer base. We are passionate about delivering exceptional customer service and are seeking a highly motivated individual to join our growing team.

The Role

In this exciting role, you will play a pivotal role in ensuring our customers receive the highest level of service at every touchpoint. You will be responsible for managing a busy inbox professionally, handling customer enquiries over the phone, and ensuring a seamless customer journey across all four of our brands.

Location

Office based in the Carlisle area CA3/CA4

Key Responsibilities:

• Manage a high volume of customer enquiries via email and phone in a professional, efficient and timely manner.
• Process customer orders accurately and efficiently within our internal systems.
• Liaise with customers to confirm details, answer questions, and provide clear and concise information about our products and services.
• Proactively track order progress and update customers on delivery schedules, ensuring transparency throughout the process.
• Maintain a strong understanding of each Dorquip Group brand (Period House Group, Smithys, Handles4Doors and More Handles) and their unique offerings.
• Uphold Dorquip Group's commitment to exceptional customer service, resolving issues promptly and exceeding customer expectations.
• Following up customer leads generated by the external sales team.
• Contribute to a positive and collaborative team environment.

Essential Skills:

• Excellent communication and interpersonal skills, both written and verbal.
• The ability to build rapport with customers and foster positive relationships.
• Strong organisational skills with the ability to manage multiple tasks effectively and prioritise workload.
• Meticulous attention to detail and a commitment to accuracy.
• Experience using Microsoft Office Suite, particularly Outlook.

Desirable Skills:

• Experience using ProfitPlus and/or Odoo CRM systems.
• Knowledge of the architectural hardware and door furniture industry (beneficial but not essential).

Benefits:

• Competitive salary and benefits package.
• Opportunity to work for a growing and dynamic company.
• Positive and supportive work environment.
• The chance to make a real difference in the customer experience.

To Apply

If you are a highly motivated and customer-focused individual with a passion for exceeding expectations, we encourage you to apply. Please submit your CV and a covering letter explaining why you are interested in this role.