Customer Experience Specialist

**IMI plc**
IMI plc is a sector focused organisation at the forefront of delivering motion and fluid control technologies that create a more sustainable world, improving the quality of life for our customers and communities and ultimately delivering our purpose of Breakthrough Engineering for a Better World.

We help OEMs across **life science** and **fluid control** industries improve the performance of their devices, enabling better scientific research, faster diagnosis of diseases, better medical treatments, and more efficient machines, dramatically improving life for everyone.

Our one big team work fairly and effectively but most importantly together to ensure we maintain the foundations that have enabled IMI’s success through over 150 years of heritage.

**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 position needs to work closely with various teams within the company to advocate for the customer and drive improvements in products, processes, and services.

Customer Experience Specialists are 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. This role is vital in ensuring that customers remain loyal and continue to choose the company's products and services.

**Key Responsibilities**:

- The main point of contact for customers, acting as the interface between the company's various departments - sales, production, design office and accounts.
- Provide pricing and delivery quotations customer according to a price list.
- Manage customer orders by carrying out contract review, entering into the ERP, process any changes, send order confirmation and tracking.
- Work with planning and production to proactively inform customers of any changes to their orders.
- Manage customer requests to expedite, push out or cancel using the service charge matrix.
- Issue proforma invoices as and when required.
- Investigate and resolve customer complaints in an effective and timely manner.
- Know and support the claim handling process including receiving the return material request, entering it in the ERP/CRM, providing status updates, and closure of the return by following the return procedures and authorizations.
- Ensure that all work instructions for key customers are up to date and are followed.
- Understand the customer banding and ensure prioritization of daily work accordingly.
- Issue credit notes and ensure their approval according to the Delegation of Authority.
- Implement price increases for designated accounts per company guidance.
- Understand the applicable compliance certifications: REACH, RoHs etc.
- Understand the customer satisfaction survey process (NPS) and be active in ensuring customer feedback is obtained and shared throughout the site.
- Understand and fully use Salesforce by keeping all data current and closing all assigned tickets promptly according to service level prioritization.

**Critical Competencies for Success**
- Excellent communication and interpersonal skills.
- 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.
- Previous customer service or customer experience-related experience is beneficial.
- Fluent in German & English, other languages would be a bonus

**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.

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