Customer Experience Specialist

About the role

Reporting to the Customer Experience Manager, you will manage an allocated customer portfolio and act as the primary point of contact for enquiries, order management, issue resolution and internal sales support. The role is key to delivering outstanding customer experiences while supporting sales growth and operational excellence.

Key responsibilities

• Manage customer enquiries via phone, email and online platforms.
• Process orders, amendments and delivery requests, and maintain accurate records in Dynamics and SAP.
• Build strong relationships with assigned customers and identify opportunities to increase share of wallet.
• Support the sales team with quotes, pricing updates and reporting.
• Liaise with supply chain and manufacturing teams to resolve delivery and service issues.
• Handle post‑sales enquiries including invoices, POD requests, credits and returns.
• Support S&OP activities and customer forecasting, and conduct NPS and feedback initiatives.

Required profile

• Previous experience in Customer Service, Internal Sales, Customer Experience or Planning.
• Strong administration skills with excellent attention to detail.
• Ability to manage competing priorities and work collaboratively across multiple teams.

Required skills

• SAP (essential).
• Microsoft Dynamics CRM or similar.
• Intermediate Microsoft Office skills, especially Excel and Word.