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Digital Customer Experience Coordinator

4 months ago

Hemel Hempstead, United Kingdom Atlas Copco Ltd Full time

**Digital Customer Experience Coordinator**:

- Functional area: Marketing- Country: UK - United Kingdom- City: Hemel Hempstead- Company name: Atlas Copco Ltd- Date of posting: Mar 8, 2024Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

**Join us on our journey for a better tomorrow.**

**Digital Customer Experience Coordinator**

The Digital Customer Experience Coordinator is the face of our customer’s digital journey and is responsible for co-ordinating potential leads from a variety of digital sources to ensure we maximise sales opportunities while also providing a high level of customer experience throughout the customer’s journey with Atlas Copco.

**The role**:

- **Customer Experience Analyst. **This role will focus on analysing feedback from customers and determining the underlying reasons which in turn will have a real impact on improving our overall customer experience. Understanding trends and customer satisfaction journeys over a period with us will lead to co-ordinating customer relationship improvement sessions involving multiple colleagues from different parts of the business to help improve these relationships.
- **E-Commerce Day-to-Day Management**. With a brand-new e-commerce platform rolling out in 2024 this is the perfect chance for this role to play a key part in the development of this system. After this system is rolled out this role will then take control of day-to-day management and administration of the e-commerce store as well as taking control of any orders that come into the business and ensuring a good customer experience. The new system will also include our distribution network’s e-commerce platform so management of those users and ensuring correct products are available by working alongside our Master Data team will also be vital.
- **Live Chat Administrator.** This role is also responsible for monitoring, responding to and warming up web chats on our UK website and on our e-commerce website, including the routing of pre-qualified leads to the sales team and follow up to ensure success.
- **Digital Lead Management**. Managing the incoming digital leads and endeavouring to qualify them further. After logging for the appropriate sales owner, the Digital Customer Experience Coordinator will then follow up with the sales owner and ensure a speedy response to ensure the maximum chances of success.
- **Digital Marketing Tools.** Work alongside our Marketing & Communications team on our marketing platform - HubSpot - to find ways to improve conversion rates of the marketing leads and improve the flow of chatbot conversations.
- **Lead Analysis.** Have a complete understanding of all our incoming digital based leads, how they are performing versus other types of leads, find improvements and roll these solutions out.
- **CRM System and Prospect Projects.** Supporting the CRM Expert with the upkeep of the leads and account side of the system, ensuring that our customer/prospect/lead data is as accurate as possible.

**To succeed, you will need**:

- Has experience in customer service
- Has experience using digital systems such as E-Commerce /and CRM Systems
- Is aware of the role that conversational marketing plays in delivering a great customer experience and in generating leads
- Can demonstrate the ability to learn to use new systems and digital tools
- Has strong administrational and communication skills and is able to provide excellent written and verbal communication to colleagues and customers
- Is digitally minded and confident in offering customers support through the latest digital channels

**In return, we offer you**:

- Training throughout the year (minimum 40 hours per year), including on the job training, external training with certification opportunities and mentorship from day one. Training for this role will include Advanced Excel and SAP specific training among other topics.
- Empowerment to own your own tasks and have a valued input from day one.
- Hybrid working is available for this role. We can consider non-standard working patters to so let us know your needs.
- A varied job in an international environment in which you will be able to actively contribute to the success of diverse communication and marketing projects.
- The opportunity to be part of a team who are always looking at new projects and play a key role in driving the business forward.
- Attractive benefits package - including a desirable pension scheme
- Free meal in our onsite canteen each week and free usage of our onsite gym

**Diverse by nature and inclusive by choice**
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.