Customer Experience Specialist

16 godzin temu

Bydgoszcz, Kujawsko-Pomorskie, Polska SPX FLOW Pełny etat

About SPX FLOW

SPX FLOW is a leading manufacturer of engineered flow components, process equipment, and turn-key systems. Our company offers a wide range of products, including pumps, valves, mixers, air dryers, hydraulic tools, homogenizers, separators, and heat exchangers, as well as filtration solutions and aftermarket parts and services.

We serve the food and beverage, health, and industrial manufacturing industries, bringing together trusted brands and technologies to meet new consumer expectations and anticipate industry trends. Our products are used in the creation of many household goods and favorite snacks.

With over 100 years of experience, SPX FLOW has established itself as a global leader in the industry. Our company is headquartered in North Carolina and has operations in over 25 countries, with a broad global customer base. Our 5,000 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, email, and written requests regarding product selection, order placement, quotations, shipments, and complaints. This includes returns/credits, shortages, and adjustments, order status, expedites, and requests for documentation. The role requires evaluation and performance of various tasks to ensure customer needs are met daily. Communications with internal departments, such as production, supply chain, project management, engineering, and shipping/receiving, are also necessary to communicate customer requirements and expedites.

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 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, and procedures. Experience with Microsoft products. At least 2-5 years of experience in customer service. Prior experience in an engineering manufacturing environment.
  • 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. Fluency in German is mandatory.
  • Diplomatic attitude and 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 and 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 the country of residence.

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