Customer Experience Specialist
1 tydzień temu
Customer Experience Representative
Location: Bydgoszcz, Poland, or Remote in Poland
About SPX FLOW
SPX FLOW, Inc. manufactures and supplies engineered flow components, process equipment, and turn-key systems. The Company offers 20 brands of pumps, valves, mixes, air dryers, hydraulic tools, homogenizers, separators, and heat exchangers, filtration solutions as well as aftermarket parts and services.
We serve food and beverage, health, and industrial manufacturers, bringing together trusted brands and technologies to meet new consumer expectations and anticipate industry trends. Many of your household goods & favorite snacks may have been created with the help of SPX FLOW solutions.
SPX FLOW has been established for over 100 years Headquartered in North Carolina, we have operations in more than 25 countries and a broad global customer base. Our 5000 employees worldwide innovate to design, deliver and service high-value solutions for our customers.
About the Role
The Customer Experience Representative supports customers by telephone, written email, requests regarding product selection, placement of orders, quotations, shipments and complaints. These requests include returns/credits, shortages and adjustments, order status, expedites, and requests for documentation. Evaluation and performance of various tasks ensures the customers’ needs are met to the best of our ability daily. Communications with internal departments such as production, supply chain, project management, engineering, and shipping/receiving to communicate customer requirements and expedites. This role is responsible for receiving customer orders and completing all associated data entry for placing the order in SAP while acting as a direct liaison between SPX and customers as a front-line customer support agent by representing the customer and processes.
About Your Responsibilities
Provide telephone and email coverage daily. Set-up, manage and fulfill order entry responsibilities to be completed daily, including entering new orders, adding items to existing orders, changing orders, expediting, canceling items on existing orders and pricing verification. Review new orders and check if Commercial had included all required supporting documents for commercial compliance. Proactive Dating and Rep/Customer notification and proactive communication process for upcoming shipments under customer control and sales order status updates when applicable. Review customer complaints and issue returned goods numbers or credits as required, and initiate customer complaints received within internal tracking programs (C4C). Review customer complaints - engage with Management to ensure that issues are identified and escalated to senior leadership. Liaison for all internal and external team communications for sales orders. Including, but not limited to, Supply Chain, Engineering, Project Management, Commercial, Technical Services, Production, and Shipping. Exhibit sufficient export order knowledge and comply with all company rules for export order processing. Daily C4C Ticketing and Phone system use. Enter order acknowledgements in customer web portals.What Do You Need
Deep and practical understanding and execution of Customer Service concepts, practices procedures. Experience with the Microsoft products. At least 2-5 years of experience in customer service. Prior experience in an engineering manufacturing environment. Must have the ability to manage a diverse volume of work and apply appropriate priorities which involve a high frequency of change. Forward thinking mentality. Strong written and verbal communication skills in English and German. Being able to speak and write fluent German is mandatory. Diplomatic attitude & professional communication style with polished personal presentation. Experience working in large multi-level organizations. Commercial and basic technical acumen. Influence others through motivation and positive outlook. Ability to assess the impact of all tactical decision-making relating to the entire Quote and Order Management cycle. Knowledge of SAP ERP Systems. Strong customer focus mindset coupled with the ability to manage challenging customers in an understanding and professional manner.About Your Benefits
Home office work mode option (after 3 months of training) and flexible working to accommodate all employees (7am-3pm or 8am-4pm). Performance & recognition programs. Bonus structures (depending on company and personal performance). Family friendly policies. Genuine progression and development opportunities with a global organization. Healthy minds and healthy lives resources. Additional benefits according to SPX schemes in country of your residence.Next steps?
If you have any questions, please feel free to contact our Recruitment Team. Contact person details:
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