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The Customer Experience Specialist is an important professional within the Industrial Physics Global Customer Experience team, that delivers best-in-class customer experience from pre-purchase to post-purchase. Their activity is focused on the lifecycle of a sales and / or service transactions (orders, quotes, customer contract, documentation linked the orders such as certificates, bills of material, for domestic or export activities) as well as logistics concerning the order and related administrative tasks. They work cross-functionally with the other departments at the various levels, to ensure the processing and acknowledgment of transactions from quote to cash interfacing with customers daily to help them address their needs and solve their problems. They are agile professionals that can pivot and problem-solve activities linked to customer transactions, with supportive communication skills, in order to maximize time, quality of outcomes and satisfaction. Their tasks can be adjusted based on the evolution of customer needs, and business model progression, as it touches to customer activities. The below essential duties are part of the core activity of the CX specialist (but not limited to) based on customer activities and support needed from the CX department.

Essential duties:

·        Reviews Sales Quotes thoroughly to ensure accuracy, based on established business practices and standards

·        Enters Sales or Service Orders aligned to the key requirements matching the quotes, and terms & conditions of the company, or applicable contractual terms for the specific customers (key accounts, channels, other frame agreements)

·        Handles administrative tasks linked to the customer accounts (delivery terms updates, payment terms, administrative information) working cross-functionally with the respective departments involved (Finance, Operations & Logistics, Service, Sales)

·        Provides Timely confirmation to customers and internal stakeholders about orders' status verifying the alignment to quotations done by sales or service to confirm the accuracy of all elements according to the standard work, delivery tracking of goods with supply chain/ Operations teams, as well as ongoing activities related to the transaction (returns, claims, updates, admin tasks)

·        Joins QDIP (Quality Delivery Inventory Productivity) daily meetings with the CX manager, having proactive updates on their customers/ transactions, and needed actions, requesting leadership support, and communicating back to cross-functional stakeholders in Sales, Service, Operations, Finance and other involved teams.

·        Manages effectively daily tasks, according to priorities defined with the CX manager, and to the team needs during the ongoing time, being able to pivot based on the needs within the CX department

·        Able to produce orders' documentation as required (certificates for goods, deliveries, customs or other, based on the requirements of the site or geography)

·        Collaborates with cross-functional stakeholders to address escalations linked to orders in a fast timing (24-48 hours) and run fixes with the help of the CX manager and other parties involved

·        Work on intercompany transactions to ensure orders flow seamlessly between the sites, while providing a simplified workflow, to ensure proper entries, based on company established business practices

·        Liaise with Operations on quality issues escalated by customers or internal stakeholders linked to orders, tracking status and deliveries, as well as post-purchase commissioning liaising with the service field, through admin support where applicable in defined regions.

·        Qualify LEADS assigned to ensure customers' questions and needs are moved forward to opportunities and support, working with sales, marketing and service.

Required skills (soft/ technical):

·        Bachelor's degree 3 to 5 years minimum experience in customer service, order administration, customer logistics, or other customer roles interacting with customers and internal stakeholders, through systems and processes in a daily and rigorous manner.

·        Good understanding and regular usage of ERP system and other connected tools to gather information on customer accounts, orders and quotes.

·        Good knowledge of the pack office (Excel, Word, PowerPoint)

·        Agile and able to effectively collaborate and communicate with the different levels of the organization

·        Team player and able to support others in projects and tasks involving multiple stakeholders

·        Has strong, customer-centric mindset, being able to think about their needs in a 360 degree view, and help them directly or indirectly liaising with key stakeholders.

·        Eager to learn and develop skills in areas that help customers get the best experience with the company (tools, soft skills, communication, processes)