Customer Experience Consultant
We are seeking a proactive Customer Experience Specialist to deliver exceptional service outcomes for internal and external customers. This role plays a key part in customer service delivery, order management, pricing support, CRM/ERP systems, and continuous improvement initiatives.
You'll work closely with commercial, supply chain and quality teams to ensure customers receive timely, accurate and high-quality service across the full order lifecycle.
Manage end-to-end customer enquiries via phone and email
Deliver high-quality customer service aligned to customer segmentation models
Process, track and manage customer orders across SAP and iScala
Resolve customer issues and complaints in collaboration with internal stakeholders
Generate and manage customer documentation (CoAs, MSDS, PODs, pricing confirmations, backorder reports)
Support pricing activities, credits/debits and order adjustments
Maintain accurate customer master data and records
Utilise Salesforce (SFDC) to manage CRM activities and reporting
Contribute to continuous improvement initiatives and customer experience projects
Support ERP, CRM and digital transformation activities as required