Customer Experience Specialist

Description

Customer Experience Specialist

Location: Telford, UK (100% on-site)

Contract: Full-time, Monday–Friday (37.5 hours per week)

We are seeking a highly organised and customer-focused Customer Experience (CX) Specialist to join the Industrial Physics Global Customer Experience team. This role is critical in delivering a best-in-class customer journey across the full lifecycle—from pre-purchase through to post-purchase.

You will play a central role in managing sales and service transactions while working cross-functionally with teams such as Sales, Service, Operations, and Finance. Acting as a key point of contact for customers, you will ensure accuracy, efficiency, and high-quality service across all interactions.

This role requires strong problem-solving skills, agility, and the ability to manage multiple priorities while maintaining excellent communication with both internal and external stakeholders.

Key Responsibilities of this Customer Experience Specialist role:

Review Sales and Service quotes carefully, ensuring accuracy and compliance with company standards and business practices

Process Sales and Service orders in alignment with quotes, contractual terms, and company policies

Provide timely confirmations and updates to customers and internal stakeholders regarding order status

Track delivery progress in collaboration with Supply Chain and Operations teams

Manage ongoing transactional activities including returns, claims, updates, and administrative tasks

Participate in weekly DVM meetings, providing proactive updates and escalating issues where necessary

Prioritise and manage daily workload in line with CX team objectives and evolving business needs

Prepare order-related documentation (e.g. certificates, bills of materials) as required

Collaborate with cross-functional teams to resolve escalations within agreed timeframes (24–48 hours)

Support intercompany transactions to ensure efficient order flow between sites

Liaise with Operations on quality-related issues and track resolution progress

Provide administrative support for post-purchase activities, including commissioning coordination where applicableKey Skills & Experience needed for this Customer Experience Specialist role:

Strong attention to detail with the ability to ensure accuracy across transactional processes

Excellent organisational and time management skills, with the ability to prioritise effectively

Proven ability to work cross-functionally and build strong internal relationships

Confident communicator with a customer-first mindset

Problem-solving mindset with the ability to adapt quickly to changing priorities

Experience in order processing, customer service, or a similar operational role preferred

Familiarity with ERP/CRM systems and order lifecycle processes is desirableClick Apply, or contact Jamie Garcia - Courtice for more info: (url removed)

Thank you for your application. Due to the volume of applications, we cannot respond to everyone personally. If you haven't heard back within 5 working days, please assume your application has been unsuccessful. xjnqpsq To view other vacancies, please visit our website.

Ref: INDMAN

Ad ID: 5418379146