Customer Experience Specialist
Location: Telford, UK (100% on-site)
Contract: Full-time, Monday–Friday (37.5 hours per week)
Orion Electrotech is thrilled to be exclusively partnering with Industrial Physics (IP) — a global powerhouse of innovators, engineers, and problem-solvers who are redefining the future of test and measurement solutions.
With a portfolio of world-leading brands and a footprint in over 75 countries, Industrial Physics supports industries ranging from packaging and materials to food &; beverage, medical, and electronics — helping protect the integrity of products and the reputation of global businesses.
Now’s your chance to be part of something extraordinary.
Key Responsibilities of this Customer Experience Specialist role:
* Review Sales and Service quotes carefully, ensuring accuracy and compliance with company standards and business practices
* Process Sales and Service orders in alignment with quotes, contractual terms, and company policies
* Provide timely confirmations and updates to customers and internal stakeholders regarding order status
* Track delivery progress in collaboration with Supply Chain and Operations teams
* Manage ongoing transactional activities including returns, claims, updates, and administrative tasks
* Participate in weekly DVM meetings, providing proactive updates and escalating issues where necessary
* Prioritise and manage daily workload in line with CX team objectives and evolving business needs
* Prepare order-related documentation (e.g. certificates, bills of materials) as required
* Collaborate with cross-functional teams to resolve escalations within agreed timeframes (24–48 hours)
* Support intercompany transactions to ensure efficient order flow between sites
* Liaise with Operations on quality-related issues and track resolution progress
* Provide administrative support for post-purchase activities, including commissioning coordination where applicable
Key Skills &; Experience needed for this Customer Experience Specialist role:
* Strong attention to detail with the ability to ensure accuracy across transactional processes
* Excellent organisational and time management skills, with the ability to prioritise effectively
* Proven ability to work cross-functionally and build strong internal relationships
* Confident communicator with a customer-first mindset
* Problem-solving mindset with the ability to adapt quickly to changing priorities
* Experience in order processing, customer service, or a similar operational role preferred
* Familiarity with ERP/CRM systems and order lifecycle processes is desirable
Click Apply, or contact Jamie Garcia - Courtice for more info: Jamie.garciacourtice@orion-group.co.uk
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