Customer Experience Representative

Role Title Customer Experience Executive

Reports To Customer Experience Manager

Company Summary Craster enables premium hospitality brands to deliver exceptional customer experiences through intelligent design.

Values

We care

Be Curious

Do the right thing

Deliver Excellence

Open to challenge

Purpose of the Role: To support clients through a 5* Customer Experience from Enquiry through to Delivery Feedback. To work in partnership with the sales team to build relationships with clients by answering requests in a timely manner, sending accurate information that joins up our quotation and ordering process.

Responsibilities of the Role:

1. Supporting Clients via incoming enquiries Phone, Web, Email Answering all queries politely, clearly, and in a timely manner

• To own the General Enquiries In-Box / Phone calls, initial customer response and to progress enquiries via the CRM system to the relevant regional sales team

• Build direct relationship and support structure with Distributors and Agents by sending stock requests and quotes directly for base line business requests.

• Create quotations for the sales team as requested to assist in accuracy of data sent to client and a partnership between sales and the customer experience team to close sales.

2. Order entry for customers according to terms

• Linking orders to the correct Opportunity noting important orders that may need VIP treatment & marking accordingly

• Check product availability, offer alternatives if products not available

• Confirm orders, allocate stock and estimate delivery lead times

• Agree partial shipment if necessary

• Refer to or obtain freight quotes (depending on terms)

• Ensure delivery requirements are captured and communicated e.g. tail lift, vehicle restrictions, restricted delivery hours, pre-notification

• Keep customers updated on order status and product availability dates

3. Facilitate Order Delivery

• Attend to regular meetings with the Accounts Receivable Manager to discuss orders that are unpaid

• Advise customers on EXW terms that orders are ready and coordinate warehouse collections

• Pick, pack & send out samples from the office when required

4. Log all issues, investigate and follow up with customers to ensure timely resolution

5. Regional System Support

• Provide office based administrative support to the Sales team - ensuring accurate maintenance of all records across systems and databases, sending out catalogues as requested by distributors and sales

• Pipeline updates and management on behalf of the regional sales team

• Entering and updating articles on the internal wiki documenting processes and training

• Maintaining a central database of contracts with clients and partners

6. Providing cover for other personnel as and when required

Minimum Standards of Performance

1. Positive & Pro-Active Attitude

2. Hours of Work: As agreed contractually. Consistently ready and able to start work on time every day. Alterations to any agreed hours to be agreed in writing by exception with your line manager

3. Dress code: Head Office - Smart Casual. Professionally dressed, ready for any planned or ad hoc client meetings in head office at any time

4. CRM System proficient at entering and updating records

5. Manage incoming calls, messages and emails to the appropriate team member in a timely and accurate manner.

6. Objectives agree monthly, quarterly and annual objectives with your line manager and keep accurate documentation on your performance against each.

7. Ensure a 5-star experience for customers, keep the system data updated and drive sales being a key point of support for the Sales team

8. Self-development be proactive about your learning and development needs and take the initiative for developing skills for the mutual benefit of yourself and the business

9. Company Policies adherence to all company policies and procedures at all times

10. Represent the Craster brand, its values and product range to its fullest potential in a competitive global marketplace.

11. Solution oriented and able to manage own frustrations in a professional manner

12. Respond to all internal and external contacts in a calm and professional manner

13. Carry out from time to time and as directed, any other duties as required in addition to the above that will be both reasonable and within your capabilities.

Skills/ Experience/ Capabilities

1. Experience of managing multiple projects / tasks

2. Collaborative and able to work across all functions to achieve sales and business goals

3. Experienced Microsoft Office user skills especially Excel

4. Proactive time management & dedication to improving systems experiences with high attention to detail

5. Is proactive, and demonstrates a high level of self-management and initiative

6. High standard of verbal and written communication skills

7. Very organised with excellent attention to detail

8. Robust and able to handle pressure

9. Team player. Willing to help others / pitch in to balance workloads

Role KPIs

1) Inbound email processing time

2) Quote response speed

3) OTIF (orders despatched On Time In Full) against customer expectations

4) Quality and speed of response to enquiries/queries

5) Quality of Customer Care communication & customer feedback

6) CRM database health

7) Achievement of monthly, quarterly and annual objectives