Customer Experience Specialist

**Responsibilities**:

- Checking prices / currency, delivery instructions, get - up / ticketing requirements, confirmations, purchase orders & delivery windows.
- Responsible for maintaining records of stock orders, tracking them to ensuring they are processed and shipped within the Companies turn around criteria.
- Liaising with the Customer / Sales Agents /warehouse / packing department / e-commerce department & accounts department.
- Filing & keeping customer records.
- Checking the Monthly Orders Report periodically through the day, to ensure that despatches are made in an efficient timely manner. Make decisions regarding despatches. (Pantherella accounts)
- Creating Invoices, ensuring that all goods are invoiced on the day they are despatched.
- Validating & Processing Credit notes.
- Producing Pro - Forma Invoices. ensuring that pro-forma accounts receive their pro
- forma invoices in time to despatch their goods on time and ensure that nothing is despatched until payment of said pro-forma has been paid.
- Chasing customers for payment of pro-forma invoices & liaising with the accounts department.
- Ensure that despatches have the correct documentation.
- Produce documentation for Couriers & Shipping. General duties assisting in any other department as & when required.
- Answering the door for reception to welcome visitors on-site
- Attend meetings either on site or via Teams as and when required.
- Handling customer returns for all channels
- Create or updated spreadsheet data to assist with shipments.
- Following the Companies Health & Safety Policy and being aware that Health, Safety & Welfare are the responsibility of everyone.

**Purpose**:

- Processing Customers Orders & Sales Support to Customers and the Sales Force.
- Support in achieving the company’s goals and objectives.

**Need to Achieve**:

- Good Customer Service
- Good Product knowledge
- Clear communication
- Attention to detail
- Monitoring orders

**Key Relationships**:

- Manager & Team Leader for Guidance & Support
- Sales Force - Support & Communication
- Customers - Support & Product knowledge
- Distributer - Production Chasing
- Getup department - Communication
- Warehousing - Communication
- Despatch - Communication
- Couriers - Communication

**Qualifications**:

- A good level of Maths and English
- Customer Service Training an advantage but not essential as in house training will be provided

**Experience, Skills & Knowledge**:

- Proven communication, prioritising and attention to details skills to a high level.
- Customer Service skills and knowledge will be an advantage.
- Knowledge of how production, warehousing & despatch work will be an advantage.
- An ability and desire to become a product and customer expert
- Knowledge or previous experience of Export Documentation and working with carriers will be an advantage.
- Good Excel Skills.

**Attributes & Behaviours**:

- Self-motivated and driven, with a good work ethic.
- A kind and supportive team player.

**Salary and benefits**:

- £23,000. Salaries are paid monthly on the 15th day of each month.
- Contributory pension 3%
- Group Life Insurance (self) - £40,000
- Flu Vaccinations
- 24 hour GP/Health Support services (self/family)
- 32 days holiday
- Perks platform (huge discounts from retailers/services)
- Staff discounts
- Early finish on a Friday

**Job Types**: Full-time, Permanent

**Salary**: £23,000.00 per year

**Benefits**:

- Canteen
- Casual dress
- Company events
- Company pension
- Employee discount
- Free flu jabs
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Day shift
- Monday to Friday

**Education**:

- GCSE or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)
- Production, Warehousing and Despatch: 1 year (preferred)
- Export Documentation and dealing with carriers: 1 year (preferred)

Work authorisation:

- United Kingdom (required)

Ability to Commute:

- Leicester (required)

Work Location: In person