Customer Experience Specialist, Middle East

Role Purpose :

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.

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 1 st 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

Process

Tools

Knowledge and Skills

Experience of working in a high performing team

Minimum of 2 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