Customer Experience Specialist

SA Equip; Broxburn; On-site; GBP 21,000 - 28,000; Full time

Job summary

SA Equip, a long-standing provider of power distribution, lighting, heating and ventilation equipment for heavy industries, is seeking a Customer Experience Specialist to join our Customer Experience department. In this role you will deliver bespoke, world-class service and understand the diverse needs of clients worldwide.

You will become a key part of a dynamic team in a fast-paced SME, handling order confirmations, coordinating with Operations to ensure on-time delivery, and maintaining

Qualifications

• Previous experience in a customer facing role.
• Strong communication and problem-solving skills.
• Organised and with outstanding attention to detail.
• Strong IT competency (Microsoft Office and CRM systems).

Responsibilities

• Providing immediate order confirmations, ensuring customer specific requirements are captured correctly.
• Liaising with the Operations department to ensure on time order delivery and processing performance KPIs are maintained.
• Sending out customer surveys after orders are despatched and provide feedback reports for further action if necessary.
• Ensure Helpdesk Tickets are logged correctly, reviewed daily and solved efficiently - whilst keeping clients updated throughout.
• Sending out customer welcome packs to new customers.
• Ensure customer enquiries received through via email, chat or phone call are addressed effectively and efficiently.
• Answer incoming calls professionally, assist with general enquiries, take messages, and transfer calls to the appropriate department or team member.
• Carry out other administrative duties and ad hoc tasks as required to support the effective day-to-day operation of the Customer Experience department and wider business.

Skills

Customer facing

Communication

Problem solving

Attention to detail

IT skills

Job description

For over a century, SA Equip has been a trusted partner for heavy industries, starting in the maritime sector and expanding into offshore oil & gas during the North Sea boom of the 1960s. We develop cutting-edge technologies that ensure safety in the harshest environments, providing power distribution, lighting, heating, and ventilation equipment that is robust, durable and portable.

Our world-first innovations are now used by utilities, construction, and engineering companies across a wide range of demanding applications. Because if it's tough enough for offshore oil & gas, it's tough enough for anything.

Job Context/ Purpose

We are currently seeking an outstanding Customer Experience Specialist to join our Customer Experience department. This is a great opportunity for the right person to become a key part of our dynamic team within the fast-paced environment we operate in.

To be successful in this role you will pride yourself on being a proactive individual, with the ability to provide bespoke and world class service. Furthermore, you will have the ability to connect and understand the diverse needs of our clients worldwide.

Key Responsibilities

• Providing immediate order confirmations, ensuring customer specific requirements are captured correctly.
• Liaising with the Operations department to ensure on time order delivery and processing performance KPIs are maintained.
• Sending out customer surveys after orders are despatched and provide feedback reports for further action if necessary.
• Ensure Helpdesk Tickets are logged correctly, reviewed daily and solved efficiently - whilst keeping clients updated throughout.
• Sending out customer welcome packs to new customers.
• Ensure customer enquiries received through via email, chat or phone call are addressed effectively and efficiently.
• Answer incoming calls professionally, assist with general enquiries, take messages, and transfer calls to the appropriate department or team member.
• Carry out other administrative duties and ad hoc tasks as required to support the effective day-to-day operation of the Customer Experience department and wider business.

Job Requirements

• Previous experience in a customer facing role
• Professional, hard-working attitude
• Strong communication and problem-solving skills
• Organised and with outstanding attention to detail
• Strong IT competency (Microsoft Office and CRM systems)

What you'll get back

This will be a highly rewarding role in a dynamic team with the chance to develop your career as the business grows. You will have the chance to try new ideas and to embrace new technology as it becomes available. This is a superb opportunity to join a forward thinking and successful SME business. In return you can expect a competitive salary and benefits package, a challenging and supportive culture, and the opportunity to grow your career with a company that is set to expand rapidly.