Working for a well-established global manufacturing business who operate in a niche industry. As the French Speaking Customer Experience Specialist you will be responsible for supporting customers across the globe with a particular focus on French customers.
Job Description:
Deliver excellent customer experience and support to internal and external customers for orders and general enquiries
Ensuring all requests are prioritised, organised and processed accurately and on time; taking ownership for resolution
Mailbox Management: Ensure active management of CS France mailbox throughout the day Passing queries to relevant colleagues with as much information as possible
Lead Qualification: Qualify all sales leads before passing to the sales team
Order Processing: Process all sales orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer
Communication: Internal and External communication to ensure fast and accurate processing of orders
Customer Enquiries: Delivery Date Chasers, Document Requests. Be proactive, take ownership, be comprehensive in replies to anticipate next questions. Ensure responses are within KPI
Credits / Returns: Ensure all complaints, credits and returns are actioned within KPI expectation and logged accurately enabling root cause analysis. Ensure consistent follow up and proactive customer updates. Work with customers, Sales and Service to ensure customer satisfaction and first-time resolution
Warranty Replacements: Support Service enquiries with warranty replacements and ensure technical calls have all the relevant information to facilitate quick and easy resolution
Complaints: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company
Collections: Liaise with warehouse and customers to arrange EX Works shipment
Export Compliance: Ensure all enquiries and orders are dealt with whilst adhering to company export compliance policies, escalate to leadership when necessary
Calls: Ensure all phone calls are answered within SLA of 20 seconds
Actively supports the customer experience evolution to best in class
Ensure compliance to GDP, ISO 9001 and any other applicable quality standards
Ad Hoc Tasks: Provide cover for Key Accounts mailbox Candidate Requirements:
Essential:
Experience in Customer Service, Customer Experience, Sales Support, Sales Administration, Sales Order Processing or similar is essential
Attention to detail
French Language skills - fluent, including business language
English fluency
Excellent communication skills, being able to communicate at all levels Strong organisational skills
IT skills on MS Office Suite
Good standard in education including Maths and English with GCSE (or equivalent) at Grade C or above
Proven ability to work flexibly and accurately and as part of a team
Passion for delivering excellent customer experiences Desirable:
Microsoft Dynamics 360 business central (full training will be provided). This role is commutable from: Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccelshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas
This role would suit candidates with the following experience: Senior Customer Experience, Senior Sales Admin, Senior Customer Service, Team Senior, Internal Account Manager
Hours: Monday – Thursday, 9:00 am – 5:00 pm – Friday 8:00 am – 4:00 pm
Salary: £28,000 Per Annum
Brampton Recruitment are an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region