Customer Experience Specialist (French & English Speaking)

IMI Industrial Automation; Collégien; Sur place; EUR 35 000 - 45 000; Plein temps

Résumé du poste

A global specialist engineering company is seeking a Customer Experience Specialist fluent in French and English to provide high-quality service. The role, located in Collégien with hybrid flexibility, involves coordinating customer requests, resolving issues, and supporting commercial growth. Candidates should have experience in customer service and familiarity with Salesforce and JDE. This position offers a dynamic work environment focused on enhancing customer satisfaction.

Qualifications

• Experience of handling customer complaints and escalation procedures.
• Familiarity with web portals and support tools (Salesforce, JDE).
• Strong attention to detail and a proactive approach to solving customer needs.

Responsabilités

• Deliver seamless, high-quality service across multiple channels.
• Coordinate requests and streamline workflows.
• Update customers proactively on orders, deliveries, and timelines.

Connaissances

Native or professional level of French

Professional level of English

Customer complaint handling

Salesforce knowledge

Attention to detail

Team player

Outils

Salesforce

ERP (JDE)

Description du poste

Customer Experience Specialist (French & English Speaking)

As a Customer Experience Specialist, you’ll be at the centre of delivering seamless, high-quality service across multiple channels and account tiers. Partnering with Strategic and Key Account Managers, you’ll coordinate requests, streamline workflows, and ensure every interaction exceeds expectations. By championing digital tools and driving operational excellence, you’ll play a vital role in enhancing satisfaction and shaping commercial success across EMEA.

This role is in our Collegien Office and has hybrid flexibility.

Be the customer’s go-to partner – guiding them through product information, account setup, portal navigation, and confidently resolving non-technical queries.

Keep customers informed and reassured – proactively updating customers on orders, deliveries, and timelines, while managing claims, returns, and escalations with care.

Take ownership of service excellence – detecting and resolving delivery challenges, creating clear follow-up plans, and involving the right stakeholders at the right time.

Champion digital tools – using Salesforce and ERP (JDE) to track, share, and manage customer information, ensuring accuracy and transparency at every step.

Support commercial growth – coordinating quotations, gathering product details, securing approvals, and assisting with forecast management to help customers and account managers plan effectively.

Partner with Key Account Managers – delivering tailored support for Gold and Platinum accounts, strengthening engagement through proactive communication and timely execution.

Responsibilities and requirements include:

• Native or professional level of French; professional level of English.
• Experience of handling customer complaints and escalation procedures
• Knowledge of product lines and how they connect to customer orders
• Familiarity with web portals and support tools (Salesforce, JDE)
• A team player who communicates openly, clearly and constructively
• Someone who ensures clarity, organises daily tasks, and supports shared goals
• Curious and eager to share feedback for process improvements
• Positive, detail-oriented, and committed to creating great customer experiences
• Strong attention to detail and a proactive approach to solving customer needs

IMI Values in Action

• Always Care: Builds long-term trust and resolves issues with transparency and urgency.
• Be Curious: Challenges assumptions and uses insights to grow value for both customer and IMI.
• Create Impact: Drives measurable results and embeds customer needs into execution.

We are a global specialist engineering company that creates breakthrough solutions. We design, build and service highly engineered products in fluid and motion control applications.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status