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Customer Experience Specialist - Order Processing

Job Posted: 9 days ago

Salary: £ 26,000 - 26,000 / Annum
Job Type: Permanent
Location: ST15

Expire in: 19 days

Job Description

Working for a well-established global manufacturing business who operate in a niche industry. As the Customer Experience Specialist, you will support customers with enquiries and process sales orders.
   
 Job Description: 
  
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 
Mailbox Management: Ensure active management of CS Sales & Orders mailbox throughout the day. Passing queries to relevant colleagues with as much information as possible. 
Order Processing: 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 
Customer Enquiries: Delivery Date Chasers, Document Requests. Be proactive, take ownership, and be comprehensive in replies to anticipate the next questions. Ensure responses are within the KPI 
Credits / Returns: Ensure all complaints, credits and returns are actioned within KPI expectations and logged accurately, enabling root cause analysis. Ensure consistent follow-up and proactive customer updates. Work with customers, Sales and Service to ensure customer satisfaction and first-time resolution. 
Warranty Replacements: Support Service enquiries with warranty replacements and ensure technical calls have all the relevant information to facilitate quick and easy resolution. 
Complaints: 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. 
Collections: Liaise with the warehouse and customers to arrange EX Works shipment. 
Export Compliance: Ensure all enquiries and orders are dealt with whilst adhering to company export compliance policies, and escalate to leadership when necessary. 
Calls: Ensure all phone calls are answered within the SLA of 20 seconds. 
Actively support the customer experience evolution to best in class. 
Ensure compliance with GDP, ISO 9001 and any other applicable quality standards  Candidate Requirements:  
 Essential:
  
Experience in providing quality Customer Service, Customer Experience, Sales Administration, Sales Order Processing or similar experience is essential 
Experience in a B2B environment is essential 
Attention to detail 
English fluency 
Excellent communication skills 
Strong organisational skills 
IT skills on MS Office Suite 
Good standard in education, including Maths and English, with GCSE (or equivalent) at Grade C or above 
Proven ability to work flexibly and accurately, and as part of a team 
Passion for delivering excellent customer experiences  Desirable:
  
Microsoft Dynamics 360 Business Central (full training will be provided)  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
   
 This role would suit candidates with the following experience: Customer Service, Customer Experience, Sales Administration, Sales Support, Order Processing or similar role
   
 Hours:  Monday – Thursday, 9:00 am – 5:00 pm – Friday 8:00 am – 4:00 pm
 Salary: £26,000  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

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