About us:
Mitsubishi Electric is a global innovator in energy, automation and building technologies. From air conditioning and lifts to robotics and power systems that power homes and businesses across the UK. With 150,000 employees worldwide and 850 in the UK, we’re creating “Changes for the Better.” Join us to make a real impact for a smarter, sustainable future.
Want to know more about the company? Take a look here: MITSUBISHI ELECTRIC UNITED KINGDOM
Role summary:
We have a fantastic opportunity where your work will play a key role in helping us achieve our goal of becoming truly customer-centric, ensuring the best possible experience for our customers.
In this role, you will directly influence the customer journey, and your feedback will help shape the future vision of the customer experience. You will work collaboratively with our E-Commerce, Procurement, Logistics, and Credit teams, acting as the voice of the customer to champion standardisation, automation, and simplification of processes.
We are looking for someone enthusiastic, highly motivated, and passionate about creating an innovative customer experience. You should excel at building strong relationships with customers and strive for continuous improvement. Above all, you must demonstrate pride and passion for the Mitsubishi Electric brand and the products that deliver renewable solutions for heating and cooling.
Skills/Responsibilities:
* Be the ‘voice of the customer’ when operating within the business.
* Bring to the attention of the Spare Parts Manager any process failures that could compromise the integrity and reputation of the department.
* Help customers navigate through digital processes to promote positive NPS/CSAT scores.
* Capturing department performance data for the purpose of reporting including NPS/CSAT scores.
* Effectively manage the spares inbox ensuring professional, prompt, and efficient replies.
* Liaise with logistics, credit control, procurement to highlight any ongoing issues, support the Spare parts manager with insight on issues where required.
* Deal with logistics/credit queries and problems within the stated service level agreements (SLA).
* Understand and comply with all relevant company policies.
* Provide customers accurate information related to spare parts.
* Contribute to all team targets and KPI’s.
Experience:
* Administration experience
* Personal attributes: self-motivated, driven, numerate, organised, punctual, assertive, professional, personable, numerate and resourceful
* Excellent communication skills (both written and verbal)
* Analytical with excellent attention to detail
* Excellent time management, multitasking skills and ability to meet deadlines set
* Ability to work under pressure and use own initiative
* Excellent business sense, commercial awareness and negotiation skills
* Ability to work effectively both individually and as part of a team
* Desirable skills SAP / CRM / Previous experience in a refrigeration / air conditioning / chiller sector.
* IT Literate and competent user of Microsoft packages (Outlook, Excel, Word & PowerPoint)
In return for your commitment, we will offer you some fantastic benefits:
* Generous annual leave allowance - 25 days per year, plus bank holidays increasing by one day with each year of service until 27 days per year.
* Flexible Working - we offer a range of flexible working options that include working from home or hybrid working.
* Pension.
* Life Assurance.
* Group Income Protection Scheme.
* Private Medical, Dental Insurance and a Cash Plan Scheme - Single cover funded by Mitsubishi.
* Access to Mitsubishi’s very own discount platform.
* Colleague Referral Scheme.
* Holiday Buy.
* Long Service Awards.
* Cycle to Work Scheme.
* Sports & Social Club (Recent events such as theatre trips, Ascot, Paintball, The Darts)
* Employee Assistance Programme including additional services Eldercare & Best Doctors.
Equality and Diversity
As the business environment around Mitsubishi Electric Group is rapidly changing, providing a workplace where employees can work to their full potential regardless of gender or age is essential to business development. Based on this, Mitsubishi Electric promotes employee diversity through the following measures.