DAWN DIRECT LTD
Customer Service Representative
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About Us
Dawn Direct is a family-owned, Scottish-based distributor specialising in janitorial supplies, catering supplies, workwear, PPE, and business supplies. We supply a wide range of customers across almost all industries within the UK.
Role Overview
As the Customer Service representative at Dawn Direct, you will play a crucial role in enhancing our customer experience and driving sustainability initiatives. This dynamic role involves managing customer relationships, promoting our services to increase spending, and leveraging sustainability as a competitive advantage.
Key Responsibilities
Customer Engagement
- Contact our large account base regularly to promote Dawn Direct, encouraging increased spending and deepening customer relationships.
- Manage customer pricing, ensuring accuracy and profitability.
- Conduct outbound calls to develop and maintain existing strong customer relationships to drive sales growth.
- Conduct outbound calls to cold prospects and lapsed customers to generate business opportunities.
- Re-engage gone away customers to explore renewal or upsell opportunities.
- Analyse customer purchasing patterns to identify any gaps in sales or potential revenue leakage.
- Identify and pursue new business opportunities within existing customers, through targeted telecommunication efforts.
- Updating Customer records and history.
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Customer Support
- Record and track customer inquiries and feedback through ensuring timely responses and resolution of issues.
Cultural Contribution
- Contribute to the family-oriented culture of Dawn Direct, leveraging the wealth of knowledge and expertise within the organisation.
Experience & Qualifications
- Proven experience in customer relationship management and Sales.
- Experience in a customer-facing, contact centre, or telesales role (B2B experience advantageous but not essential).
- Strong verbal and written communication skills.
- Ability to overcome objections and handle rejection.
- Excellent organisational skills, with the ability to manage multiple tasks and follow-ups.
- Excellent communication and interpersonal skills.
- Excellent use of Microsoft Office suite particularly Excel, Word & Outlook.
- Ability to work collaboratively across various departments.
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By joining Dawn Direct, you will be part of a team that is passionate about growing the business and committed to delivering an exceptional customer experience. Your role will be vital in driving and enhancing our customer relationships to achieve business growth.
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