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Customer Service, Brexit & Despatching Goods – A Q&A with our Office Manager Gavin Fuller

We recently had the opportunity to sit down with Gavin Fuller, who manages our Commercial Office, Procurement as well as the Packing and Despatch Departments, for the latest Q&A session where we talked through all things customer relationship management, the challenges of Brexit and Tai Chi!

Thank you for taking the time to sit down with us Gavin, let’s start with how long you’ve been with the company.

“I originally joined Diagrit Electromatallics Limited in 1976 as a trainee in production and then progressed through to the electroplating workshop. After taking some time out I returned to DK Holdings and worked in our stores and the despatch department. I always wanted to be able to have an all-around knowledge of a company’s mechanisms so moved to the commercial office, supporting our customers with their Diamond Tooling needs. Quite a journey but one that enables me to manage the teams as efficiently as possible. “

The company will celebrate its 65th Anniversary next year, what would you say is at the heart of DK Holdings’s success?

“We work with a lot of industries and have done so for many years. This helps us across all departments to gain a wealth of expertise which is passed down to future generations. I’ve been lucky enough to work across several departments over the years, helping me to understand customer requirements and also work closely with our production engineers. There are so many facets when it comes to Diamond Tooling (excuse the pun!) – you never stop learning. “

How is Brexit impacting DK Holdings and what are the biggest challenges would you say for exporting goods to Europe?

“Brexit has undoubtedly affected the company and continues to do so when it comes to exporting goods to Europe. I’ve got a fantastic team of people working in the despatch department who are always on the ball and staying on top of any changes to existing regulations or new regulations coming in. Our customers – not just in Europe but in over 120 countries – value the support we can give them when it comes to making the import of our products run smoothly for them. “

What’s in store for your departments in the next 12 months?

“We always aim to improve existing processes or look at ways to minimise environmental impacts, for example when it comes to our packaging (recently we have changed some of our packing materials to reduce plastics in our packing).

We keep a close eye on changing legislation across the board to ensure we can be as prepared as possible for any changes coming.

My motto is to be ready to deal with things as they happen and ensure that you keep pace with new developments.

You have been involved for many years with the Staplehurst Monarchs, the local football team the company supports, what else do you do to unwind outside of work?

“During COVID, I took up jogging and now run 2 – 3 miles 3x times a week. Working locally in Staplehurst, I sometimes bump into my colleagues on my runs.

A little-known fact about me is that I have practised Tai Chi for a couple of decades so when I’m not running I practice in the garden before work.

I also have three young grandchildren who keep me on my toes!

Feel free to contact us at info@dk-holdings.co.uk to find out more about our existing ISO accreditations and future projects.

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