Customer Experience Partner

1 week ago

Crawley, United Kingdom ITW Construction Products (UK & Nordics) Full time

About ITWITW Construction Products UK/Nordics is a division of ITW within the Construction Products segment. As a division our annual revenue exceeds $250m, with over 650 people across 9 countries. We supply innovative engineered fastening systems and related consumables and software for a variety of materials including wood, concrete, and steel. Position Summary This is a fixed‑term contract position covering maternity until 31st October 2026. We seek a proactive, customer‑focused professional to partner closely with the sales team to deliver exceptional customer experiences, handling inbound and outbound communication, order processing, and query resolution. You will maintain accurate customer data, coordinate deliveries, identify opportunities for service improvement, and support up‑selling initiatives through data insights. Acting as a role model for ITW values, you will drive continuous improvement and foster strong stakeholder relationships across an international organization. Primary Responsibilities Partner with the sales function within your defined business area to take ownership of customer service activities. Deal with incoming calls, emails, order handling and queries for all customers within your defined business area. Own end‑to‑end communication (outbound/inbound) for defined business area. Identify service improvement areas and support sales teams in growth opportunities using data analytics. Support implementation of service improvements and growth opportunities within your defined business area. Keep up to date with product knowledge and customer requirements, using this to upsell when interacting with customers. Manage queries and customer concerns to bring to resolution with minimal points of contact. Maintain customer master data (contact info, invoicing routines, prices) in CRM and ERP. Coordinate and manage deliveries with Supply Chain daily. Role model for ITW values: Integrity, Respect, Trust, Shared Risk and Simplicity. Experience and Skills Taking initiative and measuring own performance. Excellent navigation in an international organisation with stakeholders across countries. Expert in managing computer operating systems and MS Office software. High‑level written and verbal communication skills. Knowledge of CRM platforms. Degree or work experience in business administration or similar field. #J-18808-Ljbffr

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