Customer Experience Executive

Performance Objectives

• Maintain an excellent standard of customer service, making sure to always go the extra mile to engage customers.

• Drive sales by upselling and cross-selling to customers and support the Sales Team with administration work required to grow existing accounts.

Key Performance Indicators (KPIs)

1. Response Time

2. Customer Satisfaction

Role, Responsibilities and Duties

· Answer incoming calls, adhering to SLA’s and KPI’s

· Shared responsibility for ‘sales inbox’ managed via the HubSpot system

· Input and process emailed, faxed, website and EDI orders onto the CRM, booking in and responding to customers with confirmation, adhering to SLA’s and KPI’s

· Process credit notes and invoices on the CRM and EDI

· Release orders for the Warehouse Team to release at regular intervals

· Handle, investigate and resolve customer complaints or major incidents in a timely manner, escalating if necessary

· Manage seasonal pre-orders

· Liaise with customers on the live chat, adhering to SLA’s and KPI’s

· Set up new customer accounts

· Follow through on delivery exceptions and notify customers as required

· Drive sales by upselling and cross-selling to customers where possible

· Regularly contact assigned customers by telephone and email to drive sales

· Support the Sales Team with a variety of administration tasks