Customer Experience Specialist

6 months ago

Birmingham, United Kingdom Interface, Inc. Full time

As a key member of the Customer Success Team in EMEA. The Customer Experience Specialist is responsible for delivering a world class customer experience to our customers both externally and internally.

Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a true Voice of our customers internally within the business.

Key Accountabilities

Customer 1st
- Own the “Customers experience” together with the team
- Be the VOC (voice of the customer)
- Implement actions and recommendations from feedback on our Net promoter score
- Carry out Voice of the Customer Survey’s and implement actions
- Input, manage and monitor sales orders for the region.
- Order management - Review the order book and customer master data on a regular basis and revise as necessary to ensure that the most up to date and accurate information is available to the business for production, warehouse and despatch purposes
- Validate records of call/sales activity, including CRM and JDE, to provide accurate and suitable call reports and information
- Providing accurate pricing and quotations on small orders as required and dealing with customer sales orders where required
- Providing a 1st class customer experience to our customers over the phone and all channels of communication., focussing on closing the deal, and generating future sales opportunities

People 1st
- Pro-actively managing and resolving all Customer enquiries as per the set SLA’s
- Build and maintain strong working relationships with internal and external customers, go beyond
- Understand our customers and products to be able to expertly talk about how interface can help them.
- Look for opportunities on calls to educate customers on other products they may not be aware of with a view to cross sell where possible.
- Ensure that all necessary services are provided in the specification process for optimum support of the Account Manager and align with the internal stakeholders to ensure customer satisfaction
- Build strong relationships with colleagues internationally for the best customer outcome - ONE TEAM MINDSET

Process
- Processing all requests as per the standards laid out but also looking for ways to improve how we work - identification of continuous improvement ideas.
- Ordering and managing samples through to despatch, follow up where required

Tools
- Accurately main all systems such as JD Edwards, Salesforce and internal sites

Knowledge and Skills

Experience of working in a high performing team

Minimum of 5 years’ experience in Customer Care/Customer service

Experience of working in customer contact

Essential

Experience of working in a customer service environment

Excellent communicator both verbally and written

Ability to handle multiple tasks at the same time

Experience of working on a ERP system

Experience of working in a team environment

Experience of working with different levels within an organisation

Able to work under pressure

Be tenacious and see things through

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