Suzanne is part of the Customer Services team at Skinner’s, and no two days are the same for her. She loves her role and works hard to ensure our customers and their dogs are kept happy. Find out what she gets up to here…
Customer Services Administrator
Department that you work in:
Customer Services Department
Number of dogs:
I don’t have any dogs at the moment, but I would love one! I’m gleaning all the information and advice that I can whilst working with my extremely knowledgeable colleagues so that when I do get a dog, they will live a very happy life!
What are they fed on?
When I do get a dog, they will 100% be fed on Skinner’s. Not just because I work for the company and see how the kibble is made, but also because of hearing from our wonderful customers all over the country and beyond who swear by the amazing product that Skinner’s is. I get to speak to customers on a daily basis who have had their dogs on our food for years and the sheer pride that they have in it speaks for itself.
I love going for long walks, especially during Autumn when the leaves are all changing colours and Springtime, when all of the new buds and flowers are starting to make an appearance. I also enjoy baking, spending time with my family, playing the piano and reading.
What does a normal day at Skinner’s look like for you?:
I get up at 6.00am, make a cup of tea and have some breakfast. Then I get my two children sorted and ready for the day ahead. We’re out of the door by 8.25am(ish) and I walk my youngest child to school. I walk back home and then drive to work for 9.00am.
Once I get to work, I fire up my laptop and answer any emails that have come in overnight. If there are any delivery issues which arise or any subscription amendments that need doing, I get these all sorted out. I take calls from our lovely customers and pass them onto the relevant person if I’m not able to help with their questions.
I have some lunch and spend the rest of the afternoon doing my Health and Safety admin and taking calls from customers regarding their orders. Every day is different, but I like it this way; it keeps me on my toes!
After I finish at 5.00pm, I go and collect my children from my parents’ house and then head home to cook dinner. After dinner, we tackle any homework that needs doing and get ready to do it all over again the following day!
What does your job involve?:
- Dealing with web order enquiries via email and phone.
- Helping customers with their online subscriptions.
- Liaising with the warehouse regarding web orders.
- Keeping in touch with DPD regarding any delivery issues that may arise.
- Organising any collections.
- Taking general telephone calls and passing them onto the relevant colleague.
- Taking orders and payments over the phone.
- Taking care of all Health and Safety Admin for Skinner’s.
- Looking after our Feefo reviews and responding to customers via this.
- Arranging credits, when needed.
What is your favourite part about your job?:
I genuinely love all parts of my job! I work with the most fantastic group of people who are all so knowledgeable in their fields. If I had to choose one thing though, it would have to be being able to help a customer when they have an issue and getting it solved quickly and efficiently. Our customers are in safe hands, we don’t rest until their issue is resolved; and I love doing this.
Receiving photos from customers of their dogs is another one of my favourite parts to my job. I used to run the Puppy Pack Scheme until February this year and loved receiving puppy pictures!
What made you want to work for Skinner’s?:
Firstly, I heard such good feedback from people that had their dogs on Skinner’s and I wanted to be a part of a team that made such a top quality product.
Secondly, I would hear from people that were working for the company that it’s such a fabulous place to work… and it really is! It sounds cheesy but we’re like one big family!