Customer Experience Specialist Middle East & Africa page is loaded
Customer Experience Specialist Middle East & Africa
Apply locations Birmingham time type Full time posted on Posted 2 Days Ago job requisition id R3370
Customer Experience Specialist Middle East & Africa
A key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering a world-class customer service to our customers both externally and internally.
They proactively go beyond customer expectations in managing orders through to fulfillment, acting as the true Voice of our customers within the business.
Subject matter expert on international import/export.
Key Accountabilities
Customer 1st
* Own the “Customer experience” together with the team
* Input, manage and monitor sales orders for the region
* Review order book and customer master data regularly, updating as necessary for production, warehouse, and dispatch
* Validate call/sales activity records, including CRM and JDE, to ensure accurate reporting
* Provide accurate pricing and quotations for small orders and handle customer sales orders as needed
* Arrange logistics for MEA dealers on an Ex Works service model, organizing high-volume shipments compliant with market regulations
* Deliver a first-class customer experience via phone and all communication channels, focusing on closing deals and generating future sales
* Act as the Voice of the Customer (VOC)
People 1st
* Manage and resolve customer inquiries proactively within SLA
* Build and maintain strong relationships with internal and external customers
* Understand customer needs and products to effectively communicate how Interface can assist
* Identify cross-selling opportunities during interactions
* Coordinate services during the specification process to support Account Managers and stakeholders
* Foster a collaborative, international team approach for optimal customer outcomes
Process
* Follow standard procedures and seek continuous improvement opportunities
* Manage samples from order to dispatch, including follow-up
Tools
* Maintain accurate records in JD Edwards, Salesforce, and internal systems
Scale & Scope of the role
* Work with multiple customers/dealers/markets across Middle East, Mediterranean, and Africa
* Part of a wider EMEA team
Knowledge and Skills
Experience in high-performing teams, with at least 5 years in Customer Care or Customer Service, including international import/export experience.
Essential
Proven customer service experience, excellent communication skills, ability to multitask, ERP system proficiency, teamwork, organizational awareness, and resilience under pressure.
About Us
At Interface, we believe flooring is more than just what you walk on. We help create interior spaces that support well-being, productivity, and sustainability.
What We Do
We are a global leader in modular flooring, designing and manufacturing carpet tiles, resilient flooring, luxury vinyl tiles (LVT), and nora rubber flooring. Sustainability is integral to our journey, continually improving our products' quality and environmental impact.
Design
Design is central to our approach. Our designers explore trends, textures, colors, and materials to craft thoughtful patterns and details.
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