Customer Experience Specialist - Birmingham, United Kingdom - Interface, Inc.

Interface, Inc.
Interface, Inc.
Verified Company
Birmingham, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description
As a key member of the Customer Success Team in EMEA.

The Customer Experience Specialist is responsible for delivering a world class customer experience 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.

Key Accountabilities

Customer 1st

  • Own the "Customers experience" together with the team
  • Be the VOC (voice of the customer)
  • Implement actions and recommendations from feedback on our Net promoter score
  • Carry out Voice of the Customer Survey's and implement actions
  • 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
  • Providing a 1st class customer experience to our customers over the phone and all channels of communication., focussing on closing the deal, and generating future sales opportunities
People 1st

  • Proactively 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 main all systems such as JD Edwards, Salesforce and internal sites
Knowledge and Skills

Experience of working in a high performing team

Minimum of 5 years' experience in Customer Care/Customer service

Experience of working in customer contact

Essential

Experience of working in a customer service environment

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
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