Customer Experience Specialist Middle East & Africa - #1675012

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.

Key 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 main all systems such as JD Edwards, Salesforce and internal sites
  
  
  

Scale & Scope of the role

• Will work with multiple customers / dealers / markets across the Middle East, Mediterranean and Africa region
• Part of a wider team across EMEA
  
  
  

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 Experience of international import/export

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