Customer Experience Specialist, Middle East

Interface

  • Birmingham
  • Permanent
  • Full-time
  • 23 days ago
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
  • Own the “Customers experience” together with the team
  • Input, manage and monitor sales orders for the region.
  • 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
  • Validate records of call/sales activity, including CRM and JDE, to provide accurate and suitable call reports and information
  • Providing accurate pricing and quotations on small orders as required and dealing with customer sales orders where required
  • 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.
  • 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
  • Be the VOC (voice of the customer)
People 1st
  • Pro-actively managing and resolving all Customer enquiries as per the set SLA’s
  • Build and maintain strong working relationships with internal and external customers, go beyond
  • Understand our customers and products to be able to expertly talk about how Interface can help them.
  • 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.
  • 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
  • Build strong relationships with colleagues internationally for the best customer outcome – ONE TEAM MINDSET
Process
  • Processing all requests as per the standards laid out but also looking for ways to improve how we work – identification of continuous improvement ideas.
  • Ordering and managing samples through to despatch, follow up where required
Tools
  • Accurately maintain all systems such as JD Edwards, Salesforce and internal sites
Knowledge and SkillsExperience of working in a high performing teamMinimum of 2 years’ experience in Customer Care/Customer service Experience of working in customer contactEssentialExperience of working in a customer service environmentExperience of international import/exportExcellent 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 environmentExperience of working with different levels within an organisation Able to work under pressureBe tenacious and see things through

Interface