Customer Experience Support

2 weeks ago


Leatherhead, United Kingdom Gibbs Hybrid Full time

Customer Experience Support

My client in Leatherhead requires an addition to their Customer Experience Support team. This is initially a contract until the end of the year and paying £18.04/hour. The role will be based 2 days in their Leatherhead office and the remainder from home. Please note the role will be based in Kingston two days (instead of Leatherhead) from August onwards.

RESPONSIBILITIES
- Ensure prompt and professional feedback to all ad-hoc customer/delivery queries, working with internal and external stakeholders to source information as required.
- Resolving problematic customer price, logistics, and promotional claims that have been escalated to you.
- Supporting in the order cycle ensuring order queries are resolved promptly to hit vital day to day operational deadlines.
- Analyse data and identify trends in delivery issues to support Customer Experience Specialists in creating action plans to reduce the number of incoming claims and improve invoice accuracy.
- Working with Customer Development, Customer Experience Specialists, and Stock Management to ensure messages are simple, clear, and consistent.
- Working with Customer Account Team, Stock Control and the overseas order management teams to proactively schedule customer orders, maximising Customer Service and avoiding stock / logistics / credit constraints.
- Understand the total Customer Operations Process and how the different elements fit together to deliver both Supply Chain and Commercial aspects of the Customer experience. Take accountability for the total experience.
- Work as part of the extended Customer team, seeking to promote excellent team working as a means of delivering an outstanding Customer experience.
- Providing operational insight and support to ensure an efficient order to cash cycle is maintained
- including capturing, processing, fulfilling, and invoicing all orders and deliveries within our trade terms guidelines. Knowledge of financial processes of accruals and rebates.
- Resolve escalated operational issues internally and with Customer.
- Alongside effective communications the Customer Experience Support is responsible for building rapport with their internal and external stakeholders to drive collaborative relationships.
- Working with Customer Experience Specialists to resolve ongoing issues (e.g. order receipt times, booking slot issues etc.).



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