20/10/2026
Employee Spotlight: Say hello to Paula Rotherham, Customer Account Manager.
Paula first joined ODL Europe in 2018 and, after a short time away, returned to the team in January 2026.
As a Customer Account Manager, Paula is a key point of contact for customers, building long-term relationships and making sure their needs are understood and supported throughout the order process. A lot of that work happens behind the scenes.
Paula said, “Customers do not see the issues we face when an order is in progress and awaiting completion. We follow all orders from beginning to end, escalating any issues or shortfalls along the way to make sure there is no interruption to our customer.”
That can mean chasing an order through production or the paint shop, or making sure everything from paint pots and corner samples to drip bars, dentil shelves and brochures are ready to go.
Paula says the most rewarding part of the role is receiving positive customer feedback, particularly when the team has worked hard to overcome a challenge or minimise a delay.
And what are customers asking about right now? Increasingly, it’s the finer details; non-standard letterplates, accent colours, glass styles and door specifications.
It’s easy to see why Managing Director Bryan Bultema describes Paula as one of ODL Europe’s unsung heroes.
