Customer Success Specialist
HybridAbingdon, England, United Kingdom
Job Summary
Manage assigned strategic accounts as the primary customer service contact, resolving queries via phone, email, and live chat while driving first-time resolution and reducing repeat contacts. Own the end-to-end processing of orders, invoices, quotes, returns, and claims using SAP and Salesforce, and proactively address risks through regular account reviews with Commercial colleagues. Serve as a trusted advisor by clarifying issues, identifying root causes, and expediting corrections to ensure timely resolution. Monitor department KPIs and quality assurance targets, maintain and update Standard Operating Procedures (SOPs), and suggest improvements to self-help portals and internal processes. Liaise across departments to support team members and assist with training initiatives.
Required Qualifications
- Experience of Microsoft Office, including advanced knowledge of Excel
- Previous Customer Service experience across a wide breadth of customer service tasks
- Experience of working to KPI's/SLA's and encouraging others to
- A good standard of Education including English and Maths
- Understanding of the role of related departments with a range of contacts outside and within Customer Service
- Advanced knowledge of SAP, Salesforce, and other CS systems
- You are a super user and test new functionality
- A solid grasp of process and product-related issues and can effectively answer all customer questions without difficulty
- Experience of managing projects
- This role will be based in the UK and you must have the right to live and work in the UK
- This is a hybrid position that will require on site reporting at least 3x weekly
- As such, we can only consider candidates within a reasonable commuting distance to our Abingdon location
Desired Qualifications
- Experience of working to KPI's/SLA's and encouraging others to
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