Senior Regional Customer Operations Specialist

Kramer; Aylesbury; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading audio-visual company is seeking a Senior Regional Customer Operations Specialist to enhance operational efficiency and customer satisfaction in the EMEA region. This temporary role involves managing daily operations, optimizing processes, and coordinating with various teams to ensure seamless service delivery. Ideal candidates will have a strong background in customer service and operations, with excellent communication skills and a detail-oriented approach.

Qualifications

• Proven experience in customer service, operations, or logistics.
• Experience with FedEx warehouses is an advantage.

Responsibilities

• Manage operational efficiency and implement streamlined processes.
• Serve as primary contact for sales teams and customer inquiries.
• Oversee order processing and fulfillment.

Skills

Communication

Problem-solving

Organizational skills

Education

Degree in Supply Chain Management

Tools

ERP

Job description

Who are we?

Kramer is a leading player and pioneer in the audio-visual industry. Our product and solutions power creativity, collaboration, and engagement.
At Kramer, we make award-winning, innovative, and reliable audio-visual hardware, software, and cloud-based solutions. We believe that technology can amplify the human experience and help people reach their potential.
Enterprise companies, schools, universities, governments, and military end-users trust and rely upon our technologies in more than 100 countries across six continents worldwide.
From AVSM to advanced cloud-based communication, collaboration and control solutions, Kramer creates audio visual experiences that are more engaging, more inclusive and more connected than ever before.

About the role

As a Senior Regional Customer Operations Specialist, you will be a crucial part of our EMEA operations team, responsible for delivering exceptional customer service and ensuring smooth and efficient operations within the region. This role is a temporary position covering maternity leave.

We are looking for an experienced professional who can not only manage daily operations, but also contribute to elevate the department, by optimizing processes and creating structure. Your expertise will help streamline workflows and enhance overall efficiency.

Reporting directly to the Regional Operations Manager, you will play a pivotal role in managing sales teams and customer inquiries, addressing issues, and driving operational improvements to maximize customer satisfaction.

Responsibilities:

• Operational Efficiency: Take ownership of operational efficiency by not only identifying areas for improvement but also developing a strategic plan and executing it to drive meaningful enhancements. Work closely with the Regional Operations Manager to implement streamlined processes and optimize overall performance.
• Customer Support: Serve as the primary point of contact for all sales teams and customer inquiries within the region. Respond promptly to sales team and customer requests, resolving issues, and ensuring a high level of customer satisfaction.
• Order Processing and Fulfillment: Oversee the order entry process, ensuring accuracy and timely fulfillment of customer orders. Collaborate with the warehouses and Customer operations team to track shipments and coordinate deliveries to meet customer timelines.
• Finance processes: work closely with the finance team to resolve issues related to invoices, credit, or RMA in the region.
• Inventory Management: Monitor inventory availability and collaborate with the Customer operations team to meet customer demands while minimizing carrying costs.
• Collaborative Coordination: Liaise with various teams, including sales, warehouse, Customer operations, and finance, to coordinate activities and ensure a seamless flow of operations.

Requirements:

• A Degree or significant experience in Supply Chain Management, or a related field.
• Proven experience in customer service, operations, or logistics, preferably in a regional context.
• Familiarity with FedEx warehouses is a strong advantage.
• Excellent communication and interpersonal skills to interact effectively with customers and internal teams.
• Strong problem-solving abilities to address customer issues and operational challenges.
• Detail-oriented with a focus on accuracy in order processing.
• Experience with an ERP (Priority ERP appreciated but not mandatory).
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• Collaborative team player with the capability to work independently.
• Strong organizational and time management skills to prioritize tasks and meet deadlines.
• Knowledge of regional regulations and customs procedures is an advantage.
• Able to communicate in another European language can be a plus.