Customer Experience Specialist - German & UK Markets
Location: Near Horning / Norfolk (Office-based)
Salary: Competitive + benefits
Contract: Full-time, permanent
Cooper Lomaz is delighted to be partnering with a growing international business to recruit a Customer Experience Specialist to support customers across the German and UK markets. This is a key role within a collaborative Customer Experience team, ideal for a customer-focused professional who thrives on ownership, accuracy, and delivering outstanding service.
The Role
As a Customer Experience Specialist, you will be the first point of contact for customers, managing day-to-day enquiries and ensuring a consistently high-quality customer journey. Working closely with Sales, Operations, Supply Chain and Finance, you will take ownership of customer requests from order to resolution, proactively solving issues and contributing to ongoing service improvements.
This role requires someone who is confident, detail-oriented, and comfortable working at pace while maintaining excellent service standards.
Key Responsibilities
* Deliver an exceptional level of customer care across phone, email, website and live chat
* Process customer orders accurately via phone, email and online platforms
* Support sales activity including sample orders, quotations and general product enquiries
* Handle returns and exchanges (RMA process), including courier coordination
* Proactively manage delivery delays, liaising with couriers and customers to resolve issues
* Respond promptly to inbound calls and queries, meeting service level targets
* Manage customer accounts within Odoo, including account creation and updates
* Support customers with invoice queries and payments (bank transfer, card, PayPal, etc.)
* Follow up on outstanding invoices and payment deadlines in a professional manner
* Handle customer claims and complaints with empathy and efficiency
* Complete daily outbound customer call targets
* Participate in ad-hoc projects and continuous improvement initiatives
About You
* Minimum 5 years' experience in a customer service or customer experience role
* Fluent in English and German (written and spoken)
* Strong understanding of customer service operations and KPIs
* Experience using ERP / CRM systems, ideally Odoo
* Highly organised with exceptional attention to detail
* Confident communicator, comfortable handling customers by phone and email
* Able to multitask, prioritise effectively and work under pressure
* Proactive, solutions-focused and able to work independently
Why Apply?
* Join a supportive, international team with strong collaboration across departments
* Play a key role in shaping and improving the customer experience journey
* Work in a stable, growing business with clear processes and structure
* Opportunity to use language skills in a commercial, customer-facing environment
For more information or to apply, please contact Cooper Lomaz today. All applications will be handled in the strictest confidence.