Customer Experience Specialist

6 months ago

Aylesford, United Kingdom Polypipe Building Services Full time

Specialists in providing engineered above ground drainage and water supply systems, Polypipe Building Services leverages offsite fabrication to design and deliver solutions to mechanical and public health engineers, M&E contractors as well as local authorities. Polypipe Building Services houses well-known industry brand Terrain and has been delivering systems to commercial, high rise residential, healthcare, education and leisure projects for over 50 years.

We currently have an exciting opportunity for 2x Customer Experience Specialists to join our busy team in Aylesford.

Working on a full time, permanent basis with us, you will be processing customer orders and queries for the Building Services, Effast and International businesses, working cross functionally where business needs arise. You will be responsible for delivering a smooth, seamless customer experience every time and at all stages of the customer’s journey.

**Key Responsibilities**:

- Timely and effective processing of customer orders both manually and via EDI, adhering to business deadlines and scheduling delivery to both UK and overseas markets.
- Ensuring all orders are processed in a timely manner following the customer’s journey from order input to after-sales feedback and continuous improvements
- Confirming orders and discrepancies directly with customers and dealing with queries, providing proactive customer updates
- Communicating with internal and external customers at all levels
- Full support to the various external sales teams in each business to manage customer accounts, develop existing customers and forge relationships
- Ensure dispatch of orders achieve scheduled dispatch dates, proactively chasing any stock requirements to ensure full compliance with OTIF (on time in full) measures
- Identify customers’ needs and collaborate with internal departments to take proactive steps to maintain and optimise the customer experience
- Gather and analyse customer feedback and make positive steps to use this to drive future improvements and identify new after-sales opportunities
- Work with the Internal Sales & Business Development Manager to drive any continuous improvement ideas

**Skills and experience required**:

- Existing knowledge of the supply chain / customer service environment for both UK and International markets is preferred
- Adaptable in approach and keen to learn new skills in a team environment
- Excellent interpersonal skills and a customer-centred approach
- Commercial awareness
- Able to demonstrate good organisational and time management skills
- Knowledge of customer engagement platforms and channels
- Professional approach and have an excellent work ethic and team working atmosphere
- Experience in gathering and interpreting customer experience information
- Can-do positive approach, supporting both customers and internal colleagues to meet the business strategy
- Ability to build relationships, listen and think creatively to find suitable solutions to any issues
- Customer focused and passionate about what we do, enjoys collaborating and welcoming new challenges and appreciating change

**Working Hours and benefits**:

- Monday - Friday 37.5 hours per week. Working hours are 8/8:30am start with a 4:30/5:00pm finish. Fridays are 3:00pm finishes.
- 25 days holiday entitlement
- Save as you earn Sharesave Scheme
- Cycle to work scheme
- Contributory pension scheme
- Life assurance (linked to pension scheme membership)
- Free flu vouchers
- Various health & wellbeing initiatives including complimentary occupational health on-site physiotherapy and counselling services
- Staff discount on all Genuit Group products
- Free on-site parking

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

**Benefits**:

- Company pension
- Free parking
- On-site parking

Schedule:

- Monday to Friday

Application question(s):

- Do you have a valid driving licence?
- Do you have experience in a Customer Service environment?

Work Location: In person

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