Customer Experience Specialist Middle East & Africa

TN United Kingdom; Birmingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Experience Specialist to join their dynamic team in Birmingham. This role involves delivering exceptional customer service across the Middle East and Africa, managing orders, and ensuring compliance with import/export regulations. You will proactively engage with customers, acting as their voice within the business, and collaborate with internal teams to enhance customer satisfaction. If you are passionate about customer care and thrive in a fast-paced environment, this is an exciting opportunity to make a significant impact.

Qualifications

• 5+ years of experience in Customer Care with international import/export expertise.
• Strong communication skills and ability to manage multiple tasks.

Responsibilities

• Deliver world-class customer service and manage sales orders effectively.
• Build relationships with customers and coordinate logistics for high-volume shipments.

Skills

Customer Care

Communication Skills

Order Management

Logistics Coordination

CRM Proficiency

Problem Solving

Education

5+ years in Customer Service

Tools

JD Edwards

Salesforce

Job description

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Customer Experience Specialist Middle East & Africa, Birmingham

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Client:

Interface, Inc.

Location:

Birmingham, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

98982ff3f7fb

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

Customer Experience Specialist Middle East & Africa

A key member of the Customer Experience Team in EMEA. The Customer Experience Specialist is responsible for delivering world-class customer service to our customers both externally and internally.

They proactively go beyond customer expectations in managing orders through to fulfillment, acting as a true Voice of our customers within the business.

This role requires subject matter expertise in international import/export.

Key Accountabilities

Customer 1st

• Own the customer experience alongside the team.
• Manage and monitor sales orders for the region.
• Review and update order and customer data regularly to ensure accuracy for production, warehousing, and dispatch.
• Validate call/sales activity records, including CRM and JDE, to ensure accurate reporting.
• Provide pricing and quotations for small orders and process customer sales orders as needed.
• Arrange logistics proactively for MEA dealers, organizing high-volume shipments compliant with import/export regulations.
• Deliver a first-class customer experience across all communication channels, focusing on closing deals and generating future sales.
• Act as the Voice of the Customer (VOC).

People 1st

• Manage and resolve customer inquiries within set SLAs.
• Build and maintain strong relationships with internal and external customers, going beyond expectations.
• Understand customer needs and product offerings to effectively communicate how Interface can assist.
• Identify opportunities to educate customers about other products for upselling and cross-selling.
• Coordinate services during the specification process to support Account Managers and internal stakeholders for customer satisfaction.
• Collaborate with international colleagues to ensure the best customer outcomes—ONE TEAM mindset.

Process

• Follow standard procedures for requests while seeking continuous improvement opportunities.
• Manage samples from ordering to dispatch, including follow-up.

Tools

• Maintain accurate data in systems such as JD Edwards, Salesforce, and internal sites.

Scale & Scope of the role

• Work with multiple customers, dealers, and markets across the Middle East, Mediterranean, and Africa.
• Be part of a wider EMEA team.

Knowledge and Skills

Minimum 5 years’ experience in Customer Care/Customer Service, including international import/export.

Experience working in a high-performing team and customer contact environments.

Excellent verbal and written communication skills.

Ability to handle multiple tasks simultaneously and work under pressure.

Experience with ERP systems and working across different organizational levels.