Customer Experience Partner

6 days ago

Crawley, West Sussex, United Kingdom ITW Construction Products (UK & Nordics) Full time £25,000 - £40,000 per year

Job Description
About ITW:
ITW Construction Products UK/Nordics is a division of ITW within in the Construction Products segment. As a division our annual revenue exceeds $250m, with over 650 people across 9 countries. We are suppliers of innovative engineered fastening systems and related consumables and software. These products are uniquely specified for a variety of materials, including wood, concrete and steel.

ITW Construction Products UK/Nordics is a division of ITW, innovating, designing and manufacturing advanced industrial technology. We are industry influencers and market leaders in our fields with five high quality brands at the front of technology and enterprise. At all levels in our organisation, we are encouraged to embrace our inner entrepreneur to drive actions, focus on what matters and share ideas so that every individual can have an impact on the business. In return we are rewarded, supported in our development and given the opportunities to grow within a large multinational organisation.

Position Summary
This is a fixed-term contract position covering maternity until 31st October 2025. We are seeking a proactive and 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 in our systems, coordinate deliveries, and identify opportunities for service improvements and business growth through data insights. Staying up to date on product knowledge, you will support up-selling initiatives and ensure smooth end-to-end customer interactions. 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, queries for all customers within your defined business area
  • Ownership of end-to-end communication (outbound/inbound) for defined business area
  • Identify service improvement areas for customers within your defined business area and support our sales teams in identifying opportunities for growth 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 and use this to upsell when interacting with customers
  • Manage queries and customer concerns to bring to a resolution with minimal points of contact
  • Maintaining customer master data (contact info, invoicing routines, prices) in CRM and ERP
  • Daily interactions with Supply Chain to coordinate and manage deliveries
  • Role model for ITW values: Integrity, Respect, Trust, Shared Risk and Simplicity

Experience And Skills

  • Taking initiative and measuring own performance
  • Excellent in navigating in an international organisation with stakeholders across countries
  • Expert in managing computer operating systems and MS Office software
  • High-level writing and verbal communication skills
  • Knowledge of CRM platforms
  • Degree or work experience in business administration or similar field

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