Do you want to be at the forefront of transforming customer interactions for a leading global brand? Are you passionate about delivering exceptional service and enhancing the customer journey? If so, we have an exciting opportunity for you!
Join our innovative, fast-paced company as a Customer Experience Specialist and help us shape the future of customer service. In this role, you will play a crucial part in ensuring our customers have an outstanding experience with our products and services, making a real impact on our brand’s reputation and success.
Are you who we’re looking for?
- Min 2-3 years experience in a customer facing role, preferably within FMCG
- Knowledge of HMRC requirements for the storage, movement and import and export of bonded goods
- Numerically literate and comfortable working with large data sets
- Knowledge of international freight and logistics practices
- Experience of using ERP (SAP advantageous) and CRM systems
- Intermediate excel skills
- Previous experience of using Power BI, SAP Analyser, or other reporting tools
What does the day to day look like?
- Manage the workload of Customer Support by monitoring demand and allocating order volumes
- Responsible for data accuracy and consistency across the CRM and ERP systems
- Support the Customer Lead, using customer feedback and market insights to understand how to adapt ways of working to better the service experience.
- Track performance of freight service providers and create a reporting dashboard for key metrics
- Develop and maintain weekly order status reports
- Track OTIF performance by market and logistics provider and identify improvement opportunities through cross functional collaboration
- Develop and prepare the service dashboard for customer review meetings, incorporating; order status, OTIF performance, stock & depletions, as well as NPD and or Change requests
- Track weekly variances between orders and forecast identifying un-forecasted order demand
- Collate data requirements to support initiation of customer Change Requests
- Provide training for Customer Support to ensure adherence to process at all stages of order lifecycle
Interested?
Get in touch with Euan Shields at eshields@hrcrecruitment.co.uk or call 07494205927. Alternatively, click the apply button below to send in your CV. We look forward to hearing from you!