Customer Service
Customer Service is at the heart of everything we do.Our Operations Director leads our Customer Service team, which consists of two Account Specialists/Production Planners and an Administrative Assistant. The team handles all administration for the Company, excepting Bought Ledger which is handled by our part-time Accounts Administrator.
Factory hours are 0600 to 1700 Monday to Thursday, and 0600 to 1300 Friday. Office hours are 0800 to 1700 Monday to Thursday, and 0800 to 1600 Friday. Bought Ledger hours are 0900 to 1600 each Monday and Wednesday. An answerphone service operates outside these hours.
All members of the Customer Service team are capable of dealing with any type of enquiry, be it:
• Pricing enquiries
• Colour queries
• Sample panel requests
• Product availability
• Production lead times
• Transport availability
• Guarantee requests
• Technical queries
• Packaging specifications
We use bespoke ERP (developed in-house) and CRM (the industry standard ACT! by Sage) software to facilitate accurate and timely communication with our customers. We lead the industry in the quality of information we provide to our customers: our unique Status Report system ensures our customers receive regular and automatic updates on the status of every order currently on our order book, including detailed information on any discrepancies which require customer attention.