Customer Experience Specialist, I

6 months ago

Preston, United Kingdom Zebra Technologies Full time

**Remote Work: Hybrid**

**Overview**:
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.

We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.

Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.

Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.

The Customer Experience Specialist is responsible for dealing with Supplies customer complaints from receipt to closure, ensuring regular communication with our customers to agree corrective and preventative actions. Using multiple systems and resources along with technical knowledge of our Supplies products and label manufacturing processes, material and printer specifications to resolve issues and eliminate reoccurrence. Understanding the Quality, Environment and H&S standards and systems at Zebra, participating in internal and external audits. Liaising with customers, suppliers, colleagues at different Zebra locations. The role is also responsible for answering various types of customer inquiries and questionnaires whilst consistently demonstrating superior customer service.

**Responsibilities**:

- Demonstrates an understanding of all service level agreements and key performance indicators which may include response times, accuracy of information and other metrics.
- Develops an understanding of region and customer base. Establishes relationships with internal departments and other supplies sites globally.
- Escalates exceptions or novel complaints to Manager to agree actions.
- Works collaboratively with multiple departments i.e. (planning, product management and manufacturing etc.) as needed to ensure accurate information to resolve cases.
- Develop commercial awareness of Zebra products and business, to identify priority cases or cases that have a significant impact to the business, whilst understanding costs.
- Conduct print testing to verify complaints.
- Initiates tracks and follows up on complaint cases to progress to satisfactory closure.
- Initiates continuous improvement.
- Maintains complaints log and completes supplies complaint analysis in a timely manner.
- Responsible for cost of poor quality (COPQ).
- Conduct internal audits, become familiar with audit tool and CAPA (corrective action preventative action) system.
- Participate in external audits to various ISO standards.
- Regularly participates in training and self-development.

**Qualifications**:

- 1 year in a similar role with a strong commercial background preferably in a technical or manufacturing environment.
- Excellent written and verbal business communications skills.
- Very strong attention to detail, analytical and organisational skills are essential to success.
- Must be highly organised, agile with excellent multi-tasking and time management skills to thrive in a fast faced environment.
- Must feel confident working in a dynamic team environment where priorities continually change.
- Recognises important situations and reacts accordingly.
- Embraces and fully utilises new tools and technology to improve efficiency.
- Able to follow verbal and written instructions.
- Solid professional work behaviours (attendance, time management, teamwork)
- Knowledge of MS Office products. Proficient in word, excel, outlook and internet research.
- Desire for continuous learning.

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