Customer Experience Specialist

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!

Location: 
Glasgow
Type: 
Temp or Contract
Discipline: 
Spirit Supply
Job Posted: 
Mon, 03 Jun 2024
Closing Date: 
Mon, 01 Jul 2024
Reference: 
11408

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