Customer Experience Specialist - Order Processing

Brampton Recruitment Ltd

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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