Customer Experience Specialist

4 weken geleden

Culemborg, Gelderland, Nederland Shure Voltijd
Customer Success Specialist

At Shure, we're looking for a dedicated professional to join our team as a Customer Success Specialist. This dynamic role is designed to ensure our customers receive exceptional service and value from our products and services.

Key Responsibilities:

- Assist the sales team with administrative tasks such as preparing quotes, proposals, and contracts.
- Maintain and update the customer relationship management (CRM) system with relevant customer information and interactions.
- Support sales campaigns by providing necessary documentation and follow-up communication.

Lead Management:

- Assist in identifying potential leads through various marketing channels.
- Accurately capture and enter lead information into the CRM system.
- Assign qualified leads to the appropriate sales representatives.
- Ensure timely and effective follow-up by monitoring the process.
- Maintain accurate lead information in the CRM system.
- Generate reports to track lead conversion rates and other key metrics.

Customer Interaction and Support:

- Provide timely and accurate information to customers regarding product features, availability, and order status.
- Assist customers with placing orders, processing returns, and handling complaints to ensure a seamless experience.

Customer Experience Enhancement:

- Gather and analyze customer feedback to identify opportunities for improvement in products and services.
- Work with the sales and marketing teams to develop strategies that enhance the overall customer experience.
- Implement customer experience initiatives to foster loyalty and positive relationships.

Cross-functional Collaboration:

- Collaborate with different departments such as marketing, product development, and finance to ensure a cohesive approach to customer satisfaction.
- Participate in team meetings and contribute ideas to enhance sales and support processes.

Reporting and Analytics:

- Generate reports on sales performance, customer feedback, and support metrics.
- Analyze data to identify trends and provide insights to improve sales and customer service processes.
- Present findings to management and suggest actionable recommendations.

Continuous Improvement:

- Stay updated with industry trends and best practices in customer experience and sales support.
- Participate in ongoing training and professional development opportunities.
- Propose and implement process improvements to enhance efficiency and customer satisfaction.

Problem Solving:

- Resolve customer complaints and issues promptly, using a problem-solving approach to ensure customer satisfaction.
- Identify recurring issues and work with relevant teams to develop long-term solutions.
- Escalate complex problems to higher-level support or management when necessary.

Requirements:

- Bachelor's degree in Business, Communications or related field preferred.
- Minimum 2 years of working experience.
- Experience in a customer experience-focused role within a sales environment and commitment to delivering exceptional customer experiences.
- Excellent verbal and written communication skills; ability to communicate clearly and effectively with customers and team members.
- Strong organizational and multitasking abilities, proactive problem-solving skills.
- High level of accuracy and attention to detail in handling customer information and sales data.
- Ability to work collaboratively with cross-functional teams including sales, marketing, and customer service.
- Experienced using customer relationship management (CRM) software like Salesforce.
- Proficiency in Microsoft Office Suite (Word, Excel, Power Point, Outlook)
- Fluent in Dutch and English, spoken and written, required

At Shure, we're committed to creating an inclusive, diverse, equitable, and accessible work environment. If you're passionate about delivering exceptional customer experiences and share our values, we encourage you to apply.

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