Customer Experience Specialist

3 days ago

New Ross Municipal District, Ireland NVD Limited Full time
Company Overview

NVD Limited is a leading provider of vehicle logistics solutions, dedicated to delivering exceptional service to customers. Our team of experts works tirelessly to ensure that every customer requirement is met in a timely and professional manner.

Job Description

We are seeking a highly motivated Customer Service Coordinator to join our team in New Ross. This role requires close collaboration with customers, internal teams, and stakeholders to deliver a seamless customer experience. The ideal candidate will have strong communication and interpersonal skills, with at least 3-5 years administration/supply chain experience.

  • Key Responsibilities:
  • Customer Requirement Management:
    • Work closely with customers to understand and manage their needs, ensuring all requirements are met in a timely and professional manner.
    • Strive to achieve a 95% First Time Resolution rate by resolving customer issues during the first contact whenever possible.
  • Customer-Centric Strategy Support:
    • Actively support the implementation of a customer-centric strategy to drive excellence in service delivery.
    • Ensure service levels are consistently met by adhering to key performance indicators (KPIs), focusing on customer satisfaction and retention.
  • System Management:
    • Manage and track customer activities and interactions through specific systems, including Salesforce CRM.
    • Ensure all customer data is accurately recorded, updated, and maintained within the system.
  • Industry Knowledge:
    • Maintain a deep and up-to-date understanding of the industry, customer trends, and anticipate future changes or challenges.
    • Use this knowledge to inform decision-making and improve service delivery to customers.
  • Customer Experience Improvement:
    • Actively contribute to developing and fostering a customer-focused culture within the organization.
    • Support initiatives that continuously improve the overall customer experience and ensure a smooth customer journey.
  • Work effectively with other team members and internal departments to meet customer requirements and resolve any issues that may arise.
  • Foster cross-departmental collaboration to deliver seamless service to customers.
  • Conduct thorough root cause analysis for performance issues, failures, or recurring problems to identify and resolve underlying issues.
  • Work towards eliminating recurring problems to enhance service efficiency and customer satisfaction.
  • Stakeholder Communication:
    • Keep key stakeholders informed about customer needs, project updates, and any relevant activities that impact service delivery.
    • Act as a point of contact for stakeholders on any customer service-related matters.
  • Supply Chain Support:
    • Assist in maintaining and improving the customer and vehicle journey through NVD's supply chain.
    • Work closely with other business units within NVD to ensure timely and accurate service delivery to customers.
  • Customer Queries and Meetings:
    • Efficiently handle customer queries, providing professional, timely, and accurate responses.
    • Conduct customer meetings as required to discuss issues, provide updates, or gather feedback.
  • Reporting:
    • Generate and submit reports as required, highlighting key metrics, performance, and areas for improvement in customer service delivery.
    • Provide insights and recommendations based on customer feedback and service data.
Required Skills and Qualifications
  • Strong Communication and Interpersonal Skills: The ability to effectively communicate with customers, internal teams, and stakeholders is essential for this role.
  • Administration/Supply Chain Experience: At least 3-5 years of experience in administration or supply chain management is required.
  • Candidate must be proficient in:
    • CRM systems, particularly Salesforce.
    • Other relevant tools and software.
  • MS Office Proficiency: Competency in Microsoft Word, Excel, and PowerPoint is necessary for this role.
  • Problem-Solving Skills: A customer-focused mindset and the ability to manage multiple customer issues simultaneously are crucial.
  • Knowledge of the Industry: A deep understanding of the industry and its trends is essential for success in this role.
  • Team Player: Strong teamwork and collaboration skills are required to work effectively with internal departments.
  • Customer Service Expertise: Previous experience in handling customer queries and resolving issues effectively is essential.
  • Full Driving Licence: A valid driving license is necessary for this role.

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