Senior Customer Experience Specialist – Permanent – Hybrid
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 is delivering and exceeding KPI’s.
Job Description
- Operational Rigour: Drive operational rigour within the team to meet or exceed KPIs and deliver customer satisfaction. Support the Customer Experience Manager to drive operations. Hold the 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 inform any issues and any data changes to the customer.
- Communication: Internal and External communication to ensure fast and accurate processing of orders.
- Export Compliance: Ensure all orders are processed while adhering to company export compliance policies, and escalating to leadership when necessary.
- Calls: Ensure all phone calls are answered within the SLA of 20 seconds.
- Quality Checks: Conduct monthly quality checks on assigned team members in adherence with the timetable set by the Customer Experience Manager. Provide 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 the team and be a subject matter expert. Drive the CS vision with the Management Team to evolve the CS operation.
- Backlog Report: Run and update the order backlog report.
- Ensure compliance with 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.
- 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.
This role is commutable from: Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccleshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas.
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