SUMMARY:
Customer Experience Rep (Europe/North West & Africa) - Jet Park
POSITION INFO:
Customer Experience Representative (Europe & North West / Africa) ENW&A – Jet Park
An OEM is undergoing an exciting transformation within our customer experience team.
As a part of our customer experience team, you will play a pivotal role in driving the digital transformation of our customer journey. You will lead quality engagements across all touchpoints, ensuring a Premium Brand Experience. By leveraging data insights, you will enhance customer experiences and drive positive change within the team and to our customers.
Job purpose:
Manage portfolios within a B2B setup, overseeing the end-to-end order handling process with a strong focus on order book management and maintaining complete ownership of the company portfolio.
Key Responsibilities:
o Build and maintain strong relationships with customers by handling incoming and outgoing sales calls and emails through the CRM tool.
o Take full ownership of the quotation handling process according to set policies, including lead generation and follow-up activities.
o Ensure customer requirements are consistently met by continuously managing the orderbook, monitoring schedules, delivery patterns, supply, and shipments.
o Enhance communication and information quality with customers and inventory planners across various factories to increase customer satisfaction and strengthen retention.
o Closely monitor deliveries in coordination with factories and Logistic Services to ensure on-time deliveries while focusing on customer satisfaction.
o Support key stakeholders in the business with a high focus on Premium Brand Experience to consistently improve cNPS results, aligning with us overall business strategy.
o Proactively contribute to invoicing activities, creating efficiencies, and reducing errors and rework.
o Manage post-sales activities such as claim handling and customer returns.
o Support the cash collection process by managing goods in transit, overdue payments, payment conditions, and credit limits.
o Contribute to marketing campaign launches and follow-ups, where appropriate.
Minimum requirements:
o A formal tertiary qualification | o Fluency in English.
o At least 5-7 years of demonstrated experience in customer service, planning, and administration within a multinational and industrial sales environment.
o Ability to comprehend and participate in digital and automation initiatives, with some knowledge in IT to enhance efficiencies and improve current workflows.
o Capability to manage intricate sales processes and independently organize work schedules, prioritizing essential tasks.
o A curious mindset with a creative and business-oriented approach, always prioritizing the needs of the customer.
o Strong communication skills and the ability to thrive in a dynamic, fast-paced environment.
o Commercially astute with a strong ability to build customer relationships and deliver exceptional services.
o Possess exceptional attention to detail and approach your work with a methodical and logical mindset.
o Experience in logistics, supply chain, and/or complex service environments.
o Proficient in Microsoft packages, SAP, CRM, and online ordering platforms.
o Must be motivated, energetic, well-organized, collaborative, bold, courageous, and capable of taking calculated risks.
o Be prepared to work in close collaboration with teams across Europe, have a good understanding of different cultures and a can-do-attitude.
o Once trained – work autonomously, with minimal supervision and deliver results.
o Understanding of customer service principles and practices.
o Proficiency in relevant computer applications and systems.
o Familiarity with administrative procedures.
o Strong numerical, oral, and written communication skills.
Additional information
o The role demands high levels of concentration, with a workload that varies daily. The ability to switch between topics and remain conversant is essential.
o Self-motivation and the ability to make decisions within delegated responsibility are required.
o Routine tasks involve concentrating for extended periods to accurately analyze data and information.
o The role requires reacting to unpredictable, ad-hoc operational needs.
o The ability to multi-task, manage stress, and handle pressure is crucial.
o Adaptability, initiative, teamwork, and the ability to work with little or no supervision are essential qualities.
o Some travel might be required.
o Will spend time at a desk working on a computer and attending meetings.
o From time to time there may be a requirement to work extended hours.
Salary offer: Negotiable
Join our dynamic team as a Customer Experience Representative, reporting to the Customer Service Manager. You will be part of a large team, supporting the Sales team and handling incoming customer calls within the region.
In this role, you will drive a seamless customer experience through transformation and digitalization. You will collaborate with Regional Sales Manager and Account Managers in the team to reach targets, manage enquiries and quotations, and lead continuous improvements in line with Total Quality Management principles.
Your mission is to provide unbeatable customer service and internal sales support, contributing to business objectives. As a key interface between us and our customers, you will manage demand chain-related tasks for your customer portfolio, handle enquiries and pricing, support process development and colleagues in the pursuit of Business Excellence.
You will ensure exceptional customer service, drive sales targets, and manage the customer order book to meet requirements. Your proactive approach will help meet customer expectations with detail and accuracy, manage enquiries, and perform various customer service-related tasks in line with the business strategy. Additionally, you will participate in lead and opportunity generation for sales and sales campaigns.
