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