Job Description
Working for a well‑established global manufacturing business that operates in a niche industry. As the Senior Customer Experience Specialist, you 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 and ensuring the team delivers and exceeds KPI’s.
* 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.
* 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.
* Communication: Internal and External communication to ensure fast and accurate processing of orders.
* Export Compliance: Ensure all orders are processed whilst adhering to company export compliance policies, elevate to leadership when necessary.
* Calls: Ensure all phone calls are answered within SLA of 20 seconds.
* 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.
* 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.
* 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.
* Backlog Report: Run and update order backlog report.
* Ensure compliance to GDP, ISO 9001 & other applicable quality standards.
Candidate Requirements
* Experience in Customer Service, Sales Administration, Customer Experience, Key Account Manager or similar role is essential.
* Previous experience working as a Team Senior is essential.
* Experience working in a B2B environment.
* Attention to detail.
* English fluency.
* Excellent communication skills, being able to communicate at all levels.
* Strong organisational skills.
* IT skills on MS Office Suite; specifically, outlook and excel.
* Proven ability to work flexibly and accurately across a broad range of processes.
* Teamwork and coaching/training.
* Passion for delivering excellent customer experiences.
* 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.
Ideal 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.
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