Global Customer Experience Architect

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

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