Customer Experience Coordinator

5 days ago

Spennymoor, Durham, United Kingdom Zumtobel Full time

About the Role

We are seeking a highly skilled Customer Care Coordinator to join our team at Zumtobel. As a key member of our customer-facing team, you will play a critical role in ensuring customer satisfaction and loyalty by handling and processing customer guarantee complaints regarding our products.

Main Responsibilities

  • Enter technical and internal sales complaints into the SAP system for the entire Zumtobel Group product range.
  • Troubleshoot customer issues via phone and coordinate the visit of our Customer Care Service Engineer or service partner to the client.
  • Determine field solutions, including specifying spare parts and documenting repair procedures.
  • Identify the root cause of issues and allocate costs to the responsible party, whether production plant, customer, or sales.
  • Generate customer invoices in the sales system for claims determined as customer responsibility.
  • Recognize potential revenue opportunities from technical inquiries and ensure that the sales team is informed.
  • Support the preparation of complaints data for escalation discussions and continuous improvement activities.
  • Collaborate closely with other departments to ensure that identified issues are flagged.

Requirements

  • Relevant customer care work experience with complaints handling experience.
  • Excellent interpersonal, problem-solving, and decision-making skills, coupled with the ability to communicate effectively with internal employees and customers.
  • Good understanding of technical issues surrounding installation and electrical systems is an advantage.
  • SAP or similar ERP system knowledge is required.
  • Strong written, oral, and numeracy skills, as well as proficiency with MS Office applications.

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