Company Overview:
Blue Diamond is a leading wholesaler of matting and floor safety products, selling to distributors across UK and Ireland. We take pride in delivering high-quality products and exceptional service to our diverse customer base, and are widely recognised as the being highly passionate, having industry-leading stock levels, and being the fastest responders.
Job Summary:
If you're someone who loves making things happen, enjoys solving problems on the go, and takes pride in creating a smooth experience for customers - this role is for you.
As a Customer Experience Specialist, you'll be the vital link between our sales and operations teams, making sure orders are processed on time, queries are resolved quickly, and customers always feel supported. From answering questions and managing orders to coordinating with colleagues across departments, you'll be at the heart of keeping things moving.
Our mantra is simple: SPEED in every interaction. Whether it's answering a call, replying to an email, processing an order, or helping a colleague - we act fast, with accuracy and care.
This role is perfect for someone who thrives in a busy, team-focused environment and wants to play a key part in delivering exceptional customer experiences every day.
Key Responsibilities:
1. Sales Support
· Collaborate with the sales team to understand customer needs and provide the right support.
· Handle administrative and technical tasks so the sales team can focus on building relationships and securing new business.
· Manage fabrication jobs through our cutting planner software.
· Contribute to strategies that enhance customer satisfaction and loyalty.
2. Customer Queries & Experience
· Be the first point of contact for customer queries (phone, email, messaging), both pre- and post-sale.
· Resolve escalated issues quickly and professionally, always aiming for customer satisfaction.
· Ensure every interaction reflects our values of speed, accuracy, and care.
3. Operational Coordination
· Work closely with the operations team to keep orders on track and prioritised correctly.
· Resolve queries with the operations team and support smooth communication between departments.
· Assist with order processing, ensuring accuracy and efficiency.
4. Responsiveness & Speed
· Meet and exceed KPI targets for responsiveness to customer queries and requests.
· Streamline processes to ensure quick and effective order fulfilment.
5. Skills & Experience
· Proven experience in a customer service, customer success, or coordination role (B2B preferred).
· Strong understanding of B2B client needs and expectations.
· Ability to provide technical support and become a product expert across our full range.
· Excellent communication and interpersonal skills.
· Proficiency in order processing systems and CRM software.
· Strong problem-solving, decision-making, and organisational skills.
Why Join Us?
You'll be part of a supportive team where your work directly impacts our customers and our success. If you're looking for a role that combines customer interaction, teamwork, and operational coordination - while giving you the chance to grow your career in a thriving business - we'd love to hear from you.
This job description is a general outline of responsibilities and requirements and may be subject to change based on business needs.
Job Types: Full-time, Permanent
Pay: £29,000.00-£35,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Work Location: In person