Ensuring all requests are prioritised, organised and processed accurately and on time, taking ownership for resolution
Working for a well-established global manufacturing business who operate in a niche industry. As the Senior Customer Experience Specialist who will deliver an 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. As the Senior Customer Experience Specialist you will be the daily operational lead, supporting the Customer Experience Manager with escalations, ensuring the team are delivering and exceeding KPI’s.
Job Description:
1. Operational Rigour: Drive operational rigour within Team to meet or exceed KPIs and deliver customer satisfaction. Support Customer Experience Manager to drive operations. Hold Team accountable for individual and team objectives.
2. Order Processing: Spend 25% of time at a minimum undertaking order entry. 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.
3. Communication: Internal and External communication to ensure fast and accurate processing of orders.
4. Export Compliance: Ensure all orders are processed whilst adhering to company export compliance policies, escalate to leadership when necessary.
5. Calls: Ensure all phone calls are answered within SLA of 20 seconds
6. Quality Checks: Conduct monthly quality checks on assigned team members in adherence with timetable set by the Customer Experience Manager. Giving constructive feedback to enable enhanced excellence.
7. Escalations: 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.
8. Coaching: Actively support the customer experience evolution to best in class. Identify opportunities to provide coaching and support with Team, be a subject matter expert. Drive the CS vision with the Management Team to evolve the CS operation.
9. Backlog Report: Run and update order backlog report.
10. Ensure compliance to GDP, ISO 9001 & other applicable quality standards
Candidate Requirements:
11. Experience in Customer Service, Sales Administration, Customer Experience, Key Account Manager or similar role is essential
12. Previous experience working as a Team Senior is essential
13. Experience working in a B2B environment
14. Attention to detail
15. English fluency
16. Excellent communication skills, being able to communicate at all levels
17. Strong organisational skills
18. IT skills on MS Office Suite; specifically, outlook and excel.
19. Proven ability to work flexibly and accurately across a broad range of processes
20. Teamwork and coaching/training
21. Passion for delivering excellent customer experiences
22. Confident in taking decisions
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: £28,500 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.