Customer Experience Specialist

Overview

Ensuring a high degree of customer satisfaction through proactive communication and teamwork, as well as evaluating the customer experience from ordering, delivery, and collection, is the main goal of this position. In order to improve process efficiency and advance a cost, service, and cash agenda, this role's goal is to track and gather information that can impact internal and customer policies.

Responsibilities

• Point of contact for operational escalation in the supply chain that permits focused interventions. • Oversee the internal interaction with the CD Teams and the relationship with the senior stakeholders in the customer's organisation. • Enhancement of customer service priorities and metrics (e.g., dispatch rate, overtime, and claims reduction). • Improve customer participation through a variety of service forums, including weekly collaboration meetings, JBP sessions, and others. Create customer accounts and oversee modifications in Creta. • For the Order to Cash process (orders, delivery, returns, escalated claims, and escalated overdues), centralise customer relationships in Ghana. Address any problems to meet service and receivables goals. • Delivery routes and ordering patterns (cost to serve optimisation) are examples of customer-related operations that can be optimised by independently starting and overseeing projects and improvement initiatives with clients and internal specialists. • implementation of cost-cutting and logistical efficiency projects, emphasising areas for development. • giving the client operational performance insights based on data analytics and suggesting new or revised policies, including sharing these results in several venues for collaboration. • Handling recalls (supporting and controlling shipping communications, keeping an eye on costs and quantities) • Notifications of changes (dispatch and customer communication) at, for example, pricing or material master

Requirements

• Either relevant work experience or applicable postsecondary education. • Management of Stakeholders • Analytical abilities • Communication abilities • Management of People