Backoffice Support Specialist

5 months ago

Manchester, United Kingdom SPX FLOW Full time

**Back Office Support Specialist**

**Location: Crawley/ Kettering or Remote, UK**

**About SPX FLOW**

SPX FLOW, Inc. manufactures and supplies engineered flow components, process equipment, and turn-key systems. The Company offers 20 brands of pumps, valves, mixes, air dryers, hydraulic tools, homogenizers, separators, and heat exchangers, filtration solutions as well as aftermarket parts and services.

We serve food and beverage, health, and industrial manufacturers, bringing together trusted brands and technologies to meet new consumer expectations and anticipate industry trends. Many of your household goods & favorite snacks may have been created with the help of SPX FLOW solutions.

SPX FLOW has been established for over 100 years Headquartered in North Carolina, we have operations in more than 25 countries and a broad global customer base. Our 5000 employees worldwide innovate to design, deliver and service high-value solutions for our customers.

**About the Role**

You will be responsible for providing customer service excellence to external & internal customers through the effective daily management of Customer Service Backoffice tasks.

You will take ownership of complaints to ensure our customers know we are listening to them and supporting customers who have been disappointed with the service they have received. You will ensure a resolution is agreed and actioned within a timely manner and the situation is used to strengthen the relationship with the customer moving forward.

Using the learnings from these interactions to identify and implement improvement opportunities.

**About Your Responsibilities**
- Manage customer communication via our CRM system (C4C).
- Be the liaison between customers and departments, swiftly resolving queries.
- Enhance customer experiences through timely enquiry handling, proactive chasing and escalating where necessary.
- Collaborate with various teams from Supply Chain to Quality and beyond.
- Take ownership of all complaints/expressions of dissatisfaction from a customer - it is your responsibility to deal with them and ensure stakeholders are accountable.
- Ensure all complaints/expressions of dissatisfaction are logged and recorded in our Complaint resolution tool.
- Highlighting complaints/expressions of dissatisfaction to the appropriate stakeholders if deemed necessary
- Entering Returns/Credits/Free of Charge orders
- Co-ordinating the Master data changes that are required with the material and customer Master data Teams.
- Highlighting areas for continuous improvement and actioning improvements.

**What Do You Need**
- Puts the customer in the fore front of their mind, is confident and enthusiastic.
- Has keen attention to detail and is highly communicative. With a can-do attitude.
- Continuous improvement mindset, always looking for opportunities to drive improvement with the customer experience in mind.
- A real Problem Solver with the Ability to initiate and drive solutions to complex operational issues and have Strong analytical skills.
- Is the voice of the customer and can assist in creating a customer centric culture within the team. Possesses all the soft skills that a Customer Service Professional has, a clear communicator, acute listening skills, maintains self-control, a positive person that takes responsibility, can show empathy and above all a good sense of humor.
- Expertise with SAP, specifically the SD modules.
- A deep understanding of the overall Order to Cash process with an understanding of currency exchange rates and their impact on AR transactional activities.
- Commercial awareness.
- Proven track record of meeting commitments with the highest standards of ethics and integrity.
- Enthusiastic, with ability to respond in a constantly changing environment and remain calm under pressure.
- Established planning & organisational skills.
- Multiple Languages desired (proficiency in English and French).
- Proficiency in MS Office: Word, Excel, PowerPoint.
- Availability to travel to multiple sites as needed.

**About Your Benefits**
- Flexible working options to accommodate all employees
- Bonus structures (depending on company and personal performance)
- Family friendly policies
- Pension: 4% employee contribution, 6% employer contribution
- Life Assurance: 3x salary (if not in company pension, then it is 1x salary)

**Next steps?

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