Customer Experience Co-ordinator

4 weeks ago

Ely, United Kingdom Mammoth - MTS Full time

Customer Experience Co-Ordinator

Mammoth - MTS are based in Cambridgeshire & Yorkshire who specialise in the sales of plant and equipment to the civils, utility, and construction industry. Mammoth Equipment supply brand leading trenchless equipment throughout the UK and Eire. MTS Suction Systems UK Ltd are a jointly owned subsidiary of MTS GmbH supplying and servicing the market leading safe excavation Suction

Equipment into the same market.

At Mammoth - MTS, Customer Experience is one of the most important aspects of our business. We believe by fostering transparent channels of communication with customers and colleagues, in an environment in which ideas can be shared, every member of our Team has an impact that shapes the entire customer experience.

The role would suit someone who is well organised, has the ability to multi-task and enjoys working in an environment where teamwork is absolutely essential. Excellent communication skills with a range of stakeholders is essential along with organisational skills and self-motivation are key. The ability to treat each customer as an individual and deliver a tailored response on each call. Working for the Commercial

Manager you will assist supporting the team, continually reviewing and improving procedures and processes.

Main Duties
- Build positive relationships effectively and efficiently with customers.
- Handle daily inbound calls from customers.
- Logging customer calls.
- An ability to multitask, using CRM systems whilst conversing with our customers.
- Keep the customer informed of outstanding orders and service requirements.
- Liaise with our manufacturing partners monitoring customer equipment progress and up dating clients on a regular basis
- Providing general ad hoc support to the team
- Preparing reports and making accurate records of activity and communicating effectively.

Preferred Skills/Capabilities...
- Understanding of the overall customer experience and required operational improvement.
- Ability to work collaboratively with our Sales, Services and Accounts Teams.
- Meet customer and service expectations, with the ability to escalate queries to resolve customer issues.
- To be able to think quickly and act effectively in a fast-paced environment actively seeking feedback.
- Excellent written, verbal and customer service skills
- Ability to influence, champion and promote our service and products across the business and within the team.
- Ability to evidence success in delivering against internal and team KPIs.
- Flexible, self-motivated, ambitious, and driven to achieve results.
- Numerical and computer skills, with a high level of dexterity when logging customer calls.
- Comprehensive use of IT systems. Proficient in Microsoft Excel, Word, and Outlook with the ability to present information to the management team.

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00-£24,000.00 per year

Ability to commute/relocate:

- Ely: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Work Location: One location

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