Customer Experience Specialist, Middle East

Interface, Inc.; Metchley; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global leader in flooring solutions is seeking a Customer Experience Specialist in Metchley, UK. You will play a crucial role in delivering exceptional customer service, managing orders, and maintaining strong relationships with clients. The ideal candidate will have at least 2 years of customer service experience and a background in international import/export. Join a team that's dedicated to enhancing customer satisfaction and driving sales opportunities.

Qualifications

• Minimum of 2 years’ experience in Customer Care/Customer Service.
• 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 an ERP system.
• Experience of working in a team environment.
• Able to work under pressure.

Responsibilities

• Own the customer experience together with the team.
• Input, manage and monitor sales orders for the region.
• Validate records of call/sales activity.
• Proactively arrange logistics for MEA dealers.
• Provide a 1st class customer experience over the phone.
• Build and maintain strong working relationships with customers.
• Process all requests as per the standards laid out.

Job description

Customer Experience Specialist, Middle East page is loaded

Customer Experience Specialist, Middle East

Apply locations Birmingham time type Full time posted on Posted Yesterday job requisition id R3533

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

• 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 maintain all systems such as JD Edwards, Salesforce and internal sites

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

About Us

At Interface , we believe that flooring is more than what you walk on. We help our customers create interior spaces that support well-being, productivity, and creativity, as well as the sustainability of the planet.

What We Do

As a global leader in modular flooring , w e design and manufacture an integrated collection of carpet tiles and resilient flooring , including luxury vinyl tile (LVT) and nora rubber flooring.

For us , sustainability is a journey. We're constantly working to improve the quality of our products and lessen the impact they have on human health and the environment.

Design

Design leads everything we do. Our team of designers continuously explores trends, textures, colors, and materials to ensure every pattern and detail is thoughtfully crafted.