Customer Experience Specialist

4 days ago

Birmingham, United Kingdom Interface, Inc. Full time

Role Purpose:As a key member of the Customer Experience Team in EMEA.
The Customer Experience Specialist is responsible for delivering a world class customer service 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 1stOwn the "Customers experience" together with the team 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 purposesValidate records of call/sales activity, including CRM and JDE, to provide accurate and suitable call reports and informationProviding accurate pricing and quotations on small orders as required and dealing with customer sales orders where requiredProviding a 1st class customer experience to our customers over the phone and all channels of communication., focusing on closing the deal, and generating future sales opportunitiesBe the VOC (voice of the customer)People 1st Pro-actively managing and resolving all Customer enquiries as per the set SLA'sBuild and maintain strong working relationships with internal and external customers, go beyondUnderstand 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 satisfactionBuild strong relationships with colleagues internationally for the best customer outcome – ONE TEAM MINDSETProcessProcessing 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 requiredToolsAccurately main all systems such as JD Edwards, Salesforce and internal sitesScale & Scope of the role:Will work with multiple customers in and outside the UKPart of a wider team across EMEAKnowledge and Skills:Experience of working in a high performing teamMinimum of 5 years' experience in Customer Care/Customer serviceExperience of working in customer contactEssentialExperience of working in a customer service environmentExcellent communicator both verbally and writtenConfident with outbound calling as well as managing inbound callsAbility to handle multiple tasks at the same timeExperience of working on a ERP systemExperience of working in a team environmentExperience of working with different levels within an organisationAble to work under pressure Be tenacious and see things through

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