Orders & Customer Engagement Executive

Overview

At David Austin Roses, we're a passionate family business dedicated to breeding and cultivating exquisite English Roses. With over fifty years of heritage, we create roses that are beautiful, fragrant, and charming. We work alongside a talented team to bring David Austin Senior's vision to life from our home in Shropshire.

Primary purpose: This role is responsible for managing customer orders from entry to fulfilment, ensuring a smooth and efficient order process. You will be the first point of contact for customers-handling enquiries, resolving issues, and building strong relationships through excellent communication over inbound and outbound calls.

Responsibilities

• Order preparation, creation, reviewing and approvals.
• Allocating orders to picklist and scheduling for despatch.
• Update and maintain customer contacts and intelligence.
• Preparation of reports and customer information.
• Support the Account Managers who are inspiring customers to ensure DAR has the best brand representation in Garden Centres and working with them to enhance best brand experience for all stakeholders.
• Be the key contact with customers, to create awareness of current stock status, advise on availability, check on stock holding and ensure that the garden centre is correctly presented for the time of year, including benching and point of sale.
• Work with Account Managers to supply new benching to customers, creating benching contracts and liaising with customers to schedule delivery and point of sale.
• Manage Rose Talk schedule and liaise with DAR Representative and Customers to ensure all required assets and set up is organised.
• Follow up with customers after In Store Campaigns for customer satisfaction and support.

What you bring to the team

• Experience within a similar role.
• Personable and able to build strong relationships with colleagues and customers.
• Fast and accurate data entry skills.
• Comfortable using order management systems, Microsoft Office, especially Excel.
• Strong communication skills-both verbal and written.
• Ability to multitask, prioritize, and work under pressure.
• High attention to detail and a customer-focused mindset.
• Achievement orientated with the ability to meet and exceed deadlines and see tasks/projects through to conclusion.
• Highly organised, able to work independently and coordinate others to get the job done.
• Flexible and adaptable.

Don't meet every single requirement? Studies have shown that women, Black, Asian and minority ethnic people are less likely to apply to jobs unless they meet every single qualification. At David Austin Roses we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

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Skills for the job