Customer Experience Specialist

IMI plc
We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. We embrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, and Transport.

Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.

 

Role Overview:

The Customer Experience Specialist will be responsible for delivering exceptional customer service and ensuring a positive customer journey at every touchpoint. This role involves actively engaging with customers, addressing their enquiries and concerns, and proactively seeking opportunities to improve their overall experience. 

The Customer Experience Specialist is proficient in communication, problem-solving, and empathy, striving to create exceptional interactions that build trust and loyalty. They play a crucial role in enhancing the customer journey and contributing to the company's success by fostering strong and lasting customer relationships.

 

Position Type:
This is a full-time position for a 2-year fixed-term contract to cover maternity leave.

 

Work Environment: Stuttgarter Str. 120, 70736 Fellbach, Germany. The role requires daily on-site presence during the initial training period (3-6 months). Upon successful completion of training, the candidate may be eligible to work remotely up to two days per week. 

 

Key Responsibilities:

• Main point of contact for customers & interface internally between departments.
• Provide pricing, issue quotes, proforma invoices and order entry.
• Understand basic incoterms and applicable compliance certification.
• Working in Salesforce using the case management cloud and maintenance of uptodate customer data.
• Support the claim handling process including issuing credit notes and Return Merchandise Authorization (RMAs).
• Resolve customer problems in a timely and efficient manner. 
• Proactively informing customers of any issues with their orders, or deliveries.

 

Critical Competencies for Success:

• Excellent communication and interpersonal skills, Fluent in German & English
• Empathy and a customer-centric mindset.
• Problem-solving abilities and attention to detail.
• Strong organizational skills.
• Ability to work effectively in a team and collaborate with different departments.
• Proficiency in using customer support software and tools.
• Minimum 2 years experience in a customer experience position

 

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.  

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

 

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.

 

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Last updated on Oct 3, 2024