Role Purpose:
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.
Through pro-actively going beyond our customers’ expectations in managing their orders through to fulfilment whilst being a true Voice of our customers internally within the business.
Subject matter expert on international import/export.
Accountabilities:
Customer 1st
1. Own the “Customers experience” together with the team
2. Input, manage and monitor sales orders for the region.
3. Order management - Review the order book and customer master data on a regular basis and revise as necessary to ensure that the most up to date and accurate information is available to the business for production, warehouse and despatch purposes
4. Validate records of call/sales activity, including CRM and JDE, to provide accurate and suitable call reports and information
5. Providing accurate pricing and quotations on small orders as required and dealing with customer sales orders where required
6. Proactively arranging logistics for our MEA dealers on an Ex Works service model, organising high volume shipments in full compliance with specific market import/expert requirements and regulations.
7. Providing a 1st class customer experience to our customers over the phone and all channels of communication., focusing on closing the deal, and generating future sales opportunities
8. Be the VOC (voice of the customer)
People 1st
9. Pro-actively managing and resolving all Customer enquiries as per the set SLA’s
10. Build and maintain strong working relationships with internal and external customers, go beyond
11. Understand our customers and products to be able to expertly talk about how Interface can help them.
12. Look for opportunities on calls to educate customers on other products they may not be aware of with a view to cross sell where possible.
13. Ensure that all necessary services are provided in the specification process for optimum support of the Account Manager and align with the internal stakeholders to ensure customer satisfaction
14. Build strong relationships with colleagues internationally for the best customer outcome – ONE TEAM MINDSET
Process
15. Processing all requests as per the standards laid out but also looking for ways to improve how we work – identification of continuous improvement ideas.
16. Ordering and managing samples through to despatch, follow up where required
Tools
17. Accurately maintain all systems such as JD Edwards, Salesforce and internal sites
Knowledge and Skills
Experience of working in a high performing team
Minimum of 2 years’ experience in Customer Care/Customer service Experience of working in customer contact
Essential
Experience of working in a customer service environment
Experience of international import/export
Excellent communicator both verbally and written Ability to handle multiple tasks at the same time Experience of working on a ERP system Experience of working in a team environment
Experience of working with different levels within an organisation Able to work under pressure
Be tenacious and see things through